NORTH LITTLE ROCK, Ark., Jan. 27, 2022 (GLOBE NEWSWIRE) — First Orion, a leading provider of brand communications solutions for businesses, today announces the findings of its 2022 Industry Report retail industry that explores consumer preferences when communicating with retailers. First Orion surveyed more than 5,000 U.S. mobile subscribers in late 2021 about the brands they interact with, their perceptions of those brands based on calling behavior, and their overall communication preferences.
Survey results indicate that 54% of consumers prefer a phone call over messaging for urgent matters, a 25% increase from a survey conducted in early 2020. Additionally, 43% of respondents prefer to speak with a live person on the phone when resolving an issue. remote retail shopping problem.
Retailers use several methods to contact customers regarding general questions such as company updates, advertisements, deals and offers. However, email/mobile apps (40%) and phone calls (37%) were the two most supportive methods respondents said they want brands to use.
“Knowing which communication channel consumers prefer and when to use them is vital information that retailers can use to increase engagement with customers,” said Sherri Schwartz, CMO at First Orion. “Retailers who use phone calls in situations such as deliveries and customer service requests can improve productivity and increase customer engagement through the use of readily available brand communication technology.”
Three in five (60%) respondents missed a call from a retail store because they did not recognize the number calling. Additionally, nearly two-thirds (64%) of consumers said they would consider switching to another retailer/brand if they identified themselves correctly on an inbound call. Getting consumers to pick up the phone is an issue beyond the retail industry. A recent survey found that 90% of people are uncomfortable answering an unidentified call, which can be attributed to the fact that US consumers received an estimated 110 billion scam calls in 2021.
First Orion’s brand communication solutions equip businesses with technology to communicate their name, number and reason for calling. For retailers in particular, Brand Calls increased contact rates by 40% while reducing rejection rates by 50%.
To access the full retail industry report, visit firstorion.com/retail-industry-survey-report.
About the first Orion
First Orion delivers true digital calling experiences to the world’s leading mobile carriers, enterprises and mobile app developers. The company’s brand communication solutions – INFORM® and ENGAGE® – allow businesses to personalize their outgoing calls while allowing consumers to connect with a reliable, verified call. First Orion’s Communication Protection Suite provides scam, fraud and impersonation protection solutions to hundreds of millions of consumers. Handling more than 100 billion calls a year, First Orion powers digital calling experiences for T-Mobile, Metro by T-Mobile and Boost Mobile networks, as well as Fortune 500 brands, PrivacyStar®, and other mobile apps. For more information about the ISO-certified company, visit www.firstorion.com.
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