Exploring the impact of COVID-19 on customer communications

How have customer communications changed over the last few months?

2020 has been an unprecedented year of change and we wanted to understand how this has been impacting the way businesses are communicating. To help us with this our customers and website visitors have kindly taken the time to share their feedback with us.

Now we’d like to share that insight with you to highlight how simple SMS messaging can have a real impact on the future success of your business.

Even under normal circumstances, communication is key for both customer acquisition and retention. As a testament to the growing importance of staying connected with your users, 52% of businesses have seen an increase in customer communication since March.

The increase has been driven by the new challenges faced by all businesses. We’ve highlighted some of the early hurdles that arose as a result of the lockdown. These were voted as the top three by those who completed our survey.

Key challenges for businesses:

1. Managing remote working

2. Ensuring employee safety

3. Dealing with reduced demand

As we move beyond the early days of contactless customer service, it’s clear mobile messaging holds boundless potential for supporting businesses of all sizes in all aspects of outreach. Outside of lockdown and as businesses begin to get back to what they do best, mobile channels are helping to streamline the new way of working.

How a contactless service with SMS is supporting businesses

Enlarge image in new window


As you can see above, the possibilities are endless. Whether that’s simplifying contact tracing, sharing the latest offers or sending out reminders and alerts, SMS removes the complexity of customer communications. In fact, recent research revealed that SMS was the go-to channel for businesses during lockdown. A trend we’re expecting to continue as we all adjust to this new way of working.

Why SMS? As a channel, SMS offers accessibility for your customers whilst remaining easy and quick to launch for business owners. It comes as no surprise that 48% of businesses have been utilising SMS to share customer updates during the last few months of uncertainty.

Still unsure how SMS can help you get back to business? In our latest e-guide, we explore how Textlocal Messenger is supporting small businesses in all aspects of a successful re-opening and ongoing customer communications.

open rate

Over 98% of the text messages sent from our SMS tool are opened and read. That’s unmatched communication power for your business. Try it for yourself.