The coronavirus pandemic has limited face-to-face communication during a way most people haven’t experienced in our lifetimes, with more local governments announcing shelter-in-place orders weekly. But social distancing hasn’t quashed our ability to attach with each other. People are finding new and innovative uses for technology to stay connected within the toughest of circumstances whether it’s Zoom happy hours with friends or text threads with healthcare providers. Consumers are quickly adapting.
We surveyed 1,000 people across three states that are hit hardest: big apple, Washington, and California to find out how businesses and consumers are dealing with the rapidly changing coronavirus situation.
Spending hours more on their mobile devices daily by consumers
As consumers are turning to their cell phones for connection, it’s no surprise that during this time of limited personal interaction. Tools like text messaging, video chat, and social media create an important lifeline to the skin world in times of isolation. When asked how the coronavirus crisis has impacted their telephone usage, 56% of individuals said they’re using their mobile devices more, with 46% spending a further four or more hours on a daily basis.
So, what are consumers doing there with extra mobile time? Partially, educating themselves on the coronavirus. The bulk of survey respondents (55%) said that within the time of COVID-19 they like to consume news and receive alerts on their cellular phone, followed by their laptop or computer (21%), television (20%), radio (3%) and medium (2%).
Our cell phones provide immediate access to whatever information we’d like, whenever we’d like it. And when it involves connecting with friends, family, and even the companies we frequent, we turn again to our mobile devices.
Texting remains a significant tool for communication during COVID-19
The bulk of consumers prefer their texting app over other messaging apps including Snapchat, WhatsApp, Facebook Messenger, and Instagram. So we’re unsurprised to determine that buyers are sending more texts than usual during this crisis. They’re communicating more with family and friends through text, says seventy-four percent of consumers.
Being that several are reception with quick access to their mobile devices, consumers are responding to texts faster, too. Since the coronavirus outbreak began, sixty-two percent report responding faster to incoming texts.
ALSO READ: 3 Challenges of Remote Support During COVID-19
Businesses are adapting to remain connected during the coronavirus crisis, too
The measures taken to curb the spread of the coronavirus are taking their toll on businesses. Restaurants in many nations have had to pivot to takeout and delivery services only, while industries like travel and entertainment are managing a high volume of phone calls to process cancelations and refunds. Seventy percent of consumers are reporting longer wait times than normal when trying to succeed in businesses by phone.
Many businesses are finding new ways to serve their customers with text messaging, as a result. During a crisis, texting automation tools like SMS keywords and auto-replies make it easy to urge customers to the data they have when a representative can’t answer the phone. And texting is effective for proactive outreach on an outsized scale, too. We’re hearing daily of the latest use cases for texting amidst COVID-19, from rescheduling appointments to notifying clients of recent online services. For international recipients, people can use overseas text site (or 해외문자사이트 in Hangul) to send SMS globally.
Texting isn’t just convenient for businesses; it’s how the bulk of consumers want to be reached. Forty-eight percent said they like to receive alerts and important notices from businesses via text message, compared to 45% who said email and seven who said phone calls.
Your customers’ email inboxes are likely overrun with coronavirus-related messages straight away, making it difficult for them to decipher what’s important. If you would like to succeed in your customers with a high-priority message like impacted store hours or a limited-time promotion, a text will likely yield the simplest result. Whereas phone calls are often disruptive, especially to those that are juggling remote work and parenting without delay, a text gives your customer the possibility to read and respond when it’s most convenient for them.
Remote workers need efficient communication tools
In addition to using texting to serve customers, many businesses are hoping to speak with employees during this challenging time. In states that have enacted shelter-in-place orders, a business can only keep its office open if it’s deemed essential, which implies thousands of employees are now acting from home. This makes remote communication more important than ever. Tools like Zoom are being rapidly adopted to hold on productive meetings, while texting is getting used for quick alerts and updates. They’re using texting to speak with employees and staff during the COVID-19 crisis, says seventy-two percent of companies.
In addition, we found that 64% of companies currently have employees working and communicating with customers from home. During sensitive times, it’s important for businesses to use tools that provide customer communication oversight. To produce feedback and craft helpful best practices for crisis communications, many texting tools offer admin controls that give managers insight into all customer conversations
Takeaway
Today’s crisis underscores the worth of mobile technology. Consumers are turning to their devices to attach with loved ones and colleagues, but also to have interaction with businesses in totally new ways—texting their doctors, participating in online fitness communities, sharing scriptures with their congregations, and far more.
