intelligent

Getting the message in an instant

The emergence of instant messaging tools such as Facebook Messenger , WhatsApp and other social messaging platforms as vital communication tools for businesses was identified in the research . Over half ( 53 %) of SMEs surveyed said that instant messaging is key for business success post COVID-19 , while 39 % stated they had seen an uplift in enquiries thanks to using instant messaging services during the pandemic . A total of 38 % said that they had seen increased customer satisfaction and 33 % saw an uplift in repeat business .

Choosing the correct channel to communicate with customers was found to have far reaching benefits for businesses too . Yell ’ s research revealed that over a third ( 36 %) of consumers would be more likely to buy from a business that communicated with them on their preferred channel .

A total of 28 % of consumers would be more likely to recommend the business to a friend and 24 % would be more likely to spend more with that business . Conversely , if an SME communicated with a customer on the wrong channel , 37 % of consumers wouldn ’ t use that business again and 18 % would even leave a bad review for the business .

Optimism in the face of adversity

Despite the challenges brought on by COVID-19 , businesses remain positive for the future . A total of 71 % of SME owners state that they are optimistic about the success of their business in 2021 and , on average , 71 % of SMEs said they were more prepared to deal with another lockdown .

Claire Miles , Chief Executive Officer of Yell , said : “ The last six months have been incredibly tough for small businesses across the country but it ’ s heartening to see that the majority of SMEs remain optimistic in the face of adversity . Our diverse local businesses are the cornerstones of community , which is why it ’ s crucial that now , more than ever , Yell

OVER HALF ( 53 %) OF SMES SURVEYED SAID THAT INSTANT MESSAGING IS KEY FOR BUSINESS SUCCESS POST COVID-19 .