Consumers prefer messaging to ask queries, but brands slow to respond

November 3, 2016 9:33

The rise of instant messaging is leading a shift in consumer behaviour where people are more interested in messaging brands than calling their toll-free numbers and speaking with a call centre.

Survey claims messaging is a growing preference over dealing with call centres

But another study has also revealed many brands are still failing to understand the urgency of replying to consumer messages.

A survey of more than 1,000 Australians revealed that consumers are growing frustrated with 1800 numbers and the challenge of navigating their way through phone tree menus.

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Simon Canning

Simon Canning was Mumbrella's marketing and advertising editor from 2015-2017. In a career spanning journalism and communications over more than 30 years Simon has become one of Australia’s most respected analysts and commentators on the advertising, marketing and media industries. A regular commentator on radio and TV, Simon has also worked in media in the US and UK .

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