Meeting customers where they are: The key to effective support

In the customer-centric world of today, delivering effective support goes beyond just resolving issues; it involves understanding and responding to consumer preferences. Twilio's Consumer Preferences Report reveals that customers want brands to communicate through their preferred channels, with email being the top choice (favored by 67% of respondents). Phone calls (44%) and text messages (31%) are also popular alternatives. Offering these three key options ensures comprehensive coverage of customer needs and preferences. Furthermore, trusted communications like branded emails using BIMI or RCS messages displaying company logos help build trust with customers. Quick responses in support scenarios play a huge role in customer satisfaction, with 86% of consumers being more likely to complete a purchase if they can message a brand in real time. By understanding and adapting to their preferred channels, businesses can make it easier for customers to reach them, thereby building stronger relationships and boosting satisfaction.