Intelligent SME.tech Issue 02 | Page 14

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// TECH TRENDS //

STUDY REVEALS INSTANT MESSAGING SERVICES ARE KEY

FOR SMES TO THRIVE POST COVID-19

Yell Business has released findings of a new report showing more than half ( 53 %) of SMEs state that instant messaging is key for business success post COVID-19 .

MORE THAN THREE QUARTERS
( 76 %) OF
SMES HAVE INTRODUCED NEW WAYS OF
COMMUNICATING IN 2020 WITH
INSTANT MESSAGING PLATFORMS COMING TO
THE FORE .
ELL BUSINESS HAS released

Y new research into how small businesses have adapted to survive in light of COVID-19 and how the pandemic is changing the way businesses and consumers communicate .

The new study reveals the scale of the challenge business owners have faced in recent months with three quarters ( 76 %) of Small and Medium Enterprises ( SMEs ) introducing a new service as a result of COVID-19 .
Of those SMEs introducing new services :
• A total of 34 % started doing online video consultations or viewings
• A total of 32 % have started taking online bookings
• A total of 25 % introduced contactless payment systems
• A total of 25 % started home delivery services
More than half ( 52 %) of businesses who introduced a new service said it was crucial for them to be able to survive the pandemic , with 88 % of businesses stating they plan on continuing the service post COVID-19 .
Who ’ s getting the message ?
The research also identified how the global pandemic has accelerated changes in the ways businesses are communicating with their customers . More than three quarters ( 76 %) of SMEs have introduced new ways of communicating in 2020 with instant messaging platforms coming to the fore . More than one in five ( 21 %) have started using WhatsApp and 20 % have started using online video calling to communicate with customers . A total of 17 % of SMEs have started texting their customers for the first time whilst 9 % have implemented chatbots .
While a phone call and email are still ingrained as the most popular communication methods for SMEs and consumers alike , the most
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