The changes – new ways of interacting with customers
Some of the most popular communication measures SMEs have only just started to use for the first time to reach their consumers during the pandemic are detailed in the table below: This shows that, while some more traditional communication methods like email and phone calls saw an increase, the majority of new measures introduced by…
- A shift towards instant messaging
- Lockdown 2020 and looking ahead to 2021
- Message effectiveness
- SME and consumer preferences
Some of the most popular communication measures SMEs have only just started to use for the first time to reach their consumers during the pandemic are detailed in the table below:
This shows that, while some more traditional communication methods like email and phone calls saw an increase, the majority of new measures introduced by SMEs were based around more modern messaging apps, social networks and online video calls. In light of the loss of natural footfall or face-to-face communication, businesses have been able to reach out to their customers and showcase their products and services through the use of digital apps and online tools.
Increased use of existing methods
Other communication styles had been in use before the pandemic measures, but saw an increase as face-to-face contact became more difficult. Over a fifth of SMEs surveyed reported their use of the following services increased during this time:
- Facebook page – 22% increase in use
- Text messaging – 21% increase in use
- WhatsApp – 21% increase in use
In summary
While many businesses may have already been employing these methods, the events of 2020 has meant more companies have embraced digital communication options such as instant messaging, social media and more flexible ways of speaking directly for the first time.
Survey methodology
1,006 SME owners and 2,009 consumers surveyed in September 2020 by Censuswide on behalf of Yell Business.
our solutions
We’ll help you choose a solution and tailor it to your budget & needs
Activate
“I want to be found online, apply for customer jobs & build credibility”
Amplify
“I want a strong online presence and a professional, conversion-focused website”
Accelerate
“I want to reach ready-to-buy customers across multiple platforms and drive leads to my business”
FREE, NO OBLIGATION AUDIT & ADVICE CALL
Get your free 30 min
audit & advice session
You’ve got so much insight to gain into your business, and nothing to lose! Fill in the short form and a friendly member of our team will call you back within 1 business day.
By submitting this form, you will be sharing your contact details with Yell Limited. We will call you in accordance with our privacy policy.
Claim your FREE, no obligation call with a digital expert to find out how to get the leads you really want. Here’s what you get:
- 50-point audit of your online presence & reputation (like a digital MOT!)
- Recommendations, advice & tips to improve your marketing
- Copy of ‘Local Digital Marketing for Beginners’ eGuide
- Business profile on Yell, Apple Maps, Microsoft Bing, Amazon Alexa
- App to request reviews, manage details, create invoices & more
- Time for any questions