Traditional communication methods are still the popular with three quarters (76%) of businesses using Email and three-fifths (59%) using SMS, but only 7% of UK businesses are using digital messaging apps.
The ongoing cost-of-living crisis has set a gloomy tone for consumersacross the country. Whilst customers tighten their pockets, businesses are looking for ways to deliver relevant and personalised communications that keeps customers keen. Yet businesses are missing the mark, according to exclusive new online research from global cloud communications platform Infobip.
The research, commissioned with research company IDG, polled 215 organisations spanning across retail & e-commerce, transport and logistics, telecommunications, financial and insurance and public sector industries. The research aimed to assess the integration of digital channels and how connected they are across differing departments within an organisation and how this informs the customer experience.
The research found that only over a quarter (28%) of UK organisations have omnichannel connected in their organisations, yet over 60% of UK organisations see the value in connected communication channels.
The results also found the following about channel use in UK organisations:
- There is a slower adoption of newer digital messaging apps: Traditional communication methods are still the popular with three-quarters (76%) of businesses using Email and 59% using SMS but only 7% of UK businesses are using digital messaging apps; next year this figure is set to double (14%).
- (66%) of data used in the different channels is customer information, yet only 6% of communication is personalised by behaviour or context.
- Businesses are finding omnichannel difficult to implement: 61% of UK businesses see a lack of collaboration or connection between departments as the main challenges for implementing an omnichannel Customer Experience
With half (50%) of UK organisations in the process of selecting such technology now, and a third (33%) planning to invest in having omnichannel messaging platform over the next 6-12 months, the research shows that having connected communication channels is of priority. However there seems to be difficulty in integrating this and using it. The main challenges cited for implementing an omnichannel Customer Experience is difficulty in integrating data with legacy systems (62%) and lack of collaboration or connection between departments (61%).
Almost half of UK and European companies (45% and 41%) have high levels of some digitisation within their organisation, and consistent with the Europe-wide finding, almost all (99%) companies in the UK have customer experience automation integrated into their business at some level. But only half of companies in UK and Europe are actively implementing omnichannel into their systems. There is still some way to go for businesses to achieve optimal omnichannel experience for their end-users.
Ivan Ostojić, Chief Business Officer, at Infobip said: “Just like ourselves, our customers have an abundance of choice ranging from WhatsApp to Skype with their communication apps. While traditional communication methods are still going strong, to deliver effective and personal communication we need to tap into the digital messaging apps that our customers know, prefer and love. It’s encouraging to see we are recognising where our customers are and how we can reach them, this is informing where businesses are investing and funnelling their efforts. However, this can be a confusing task with legacy systems predating omnichannel methods. Partnering with businesses that specialise in supporting businesses transform their customer offering can lighten their load.”