Mitto, a leading provider of global omnichannel communications solutions, today announced the results of a survey that explored consumer behaviors and communication preferences when interacting with ecommerce brands. The survey revealed that 90% of consumers find it important for brands to interact with them on their preferred channels, whether that is SMS, social media or chat apps.

As ecommerce brands work to meet consumers’ mobile commerce and payments demands, the research shows they can benefit from integrating fintech solutions and an omnichannel strategy that enables immediate and seamless interactions on a variety of communication channels.

Mitto found that the type of interaction the customer is having with a brand influences the preferred communications channel. For quick questions or confirmations, including two-factor authentication (2FA), 46% of survey respondents favored text messaging over email. This number was even higher when looking at Generation Z and Millennials as more than two-thirds preferred SMS.

Survey Methodology: These findings are based on a Pollfish survey of 1,000 Americans. The survey ran in May 2022.

Read the full piece here!

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