In our digital world, the means that we use to communicate with each other have evolved rapidly. This evolution of communication doesn’t just affect individuals, but also businesses. As businesses adapt to the changing landscape, they must also transform the way they connect with their customers.
But what is the best communication style? Well, Gen Y and Z may be onto something. With their preference leaning towards text messaging, the reliance of traditional telephone calls is losing popularity.
In this blog post, we'll explore how the means of networking have changed, specifically in the Aussie market, and what the future holds for communicating with customers.
Communication preferences have undergone a paradigm shift, with text messaging becoming the preferred method of interaction, especially among the younger generation.
Many businesses recognise the benefits of replacing traditional phone calls with SMS and messaging apps. Here's a snapshot about how this change impacts businesses and customer communication in Australia:
1. Instant and Convenient: Remember when we waited by the phone? Now, there's a ping, and there's your message. Whether it's confirming an appointment or addressing a query, text messaging offers the immediacy and convenience that the younger generation desires.
2. The Rise of Messaging Apps: The statistics show that popular messaging apps like WhatsApp, Facebook Messenger, and Instagram Direct Messenger (DM) have made it easier for businesses to connect with customers. In Australia alone, over 14 million people use WhatsApp, making it a prime platform for reaching a vast audience with limited cost to effort or time.
3. Avoiding Phone Tag: Nobody likes the frustrating back-and-forth games of phone tag that come hand in hand with the traditional preference of phone calls. Text messaging allows businesses to send direct messages that customers can respond to at their convenience, streamlining the communication process. It also ensures that messages are received, and some messaging apps show when messages have been delivered and read.
In the Australian market, the shift towards text messaging is equally pronounced. We are all riding the texting wave, and here are some key statistics that prove it:
1. Texting Nation: Did you know that over 85% of Australians own a mobile phone, and most use it for texting? According to a recent survey by Roy Morgan Research, this figure is even higher among the younger demographic, making text messaging a primary communication tool.
2. Mobiles Everywhere: With approximately 20 million smartphones lighting up pockets across the country, Australia boasts one of the highest mobile phone penetrations globally. Naturally, this has further fuelled the popularity of text messaging.
3. Messaging Apps: Australians are actively using messaging apps, with WhatsApp and Facebook Messenger reigning supreme. The integrated business features in these apps further facilitate seamless customer-business interactions.
As we look to the future, it's clear that the way we network and communicate will continue to evolve. Here's what we can expect:
1. AI and Chatbots: Artificial Intelligence (AI) and chatbots are becoming increasingly sophisticated, now equipped to deal with standard customer queries. This innovation allows humans to handle the more complex tasks while ensuring their crucial, yet basic-level communication is done.
2. Personalisation: The future of customer communication will depend on personalisation. Powered by AI and data analytics, businesses can tailor their messages to individual customer preferences, increasing engagement and satisfaction.
3. Diverse Platforms: To amplify their reach across diverse customer bases, businesses will adopt a multichannel approach combining texting, social media, emailing, and telephone to reach clients by their preferred contact method.
4. Video Communication: In the post-pandemic world, the use of video calls has surged, especially for business communication. This trend is expected to stay, as customers seek a more dynamic communicative experience.
There is no doubt that the preferred method of communication between business and customer has changed. However, the transition from telephone calls to text messages, especially among the younger generation, is just a mere glimpse into the evolving scope of communication means. As the horizon expands, businesses that adapt and embrace AI, tailored messaging, multifaceted platforms, and video-centric interactions, will thrive.
At Conquest Recruitment Group, we're not just observing this shift; we're part of it. We understand the importance of staying ahead of the curve in a changing business environment and we’re dedicated to helping you stay ahead in this dynamic landscape.
For any insights or assistance in learning how our forward-thinking strategies can benefit your business in today's job market, contact us today. Our door is always open.