We are BIG believers in the power of email here at WiseStamp. And now, a new study called the 2019 State of Conversational Marketing gives us (and you) even more reason to appreciate the almighty Inbox. According to the study by Drift and Survey Monkey, customers are still using email more than any other channel to communicate with businesses. On top of that, email was the only channel to grow in popularity over the last year. A whopping 65% of customers used email in the last year to communicate with businesses, a 5% increase from last year.
The study looked at all the various communication channels, new and old, that businesses use to interact with customers. The newer channels, like live chat and chatbots, are considered tools for “conversational marketing,” a new type of marketing that engages customers in real-time conversations. While these tools have advantages, like rapid response time, customers still prefer good old email!
What does this mean for your business? Email is currently the best tool for customer success. If your customers or clients have an issue, question or simple curiosity, they are most likely to email you about it than call or even message you on social media. That said, you should still pay attention to newer tools like live chat and chatbots since they are very useful for real-time support needs. When a customer needs an immediate response, phone or chat is the best communication tool.
But make no mistake: Email is here to stay. Among all the digital tools, it’s the oldest for sure, but still the top-performing.
KEY STATS FROM THE STUDY
65% of customers use email to communicate with organizations, which is more than any other channel.
One-third of survey respondents said they have increased their use of email in the last 12 months.
Of all the communication channels, email ranked #2 for convenience.
In 2019, people relied even more on email to communicate with businesses compared to last year. Moreover, email was the ONLY communication channel to grow in popularity.
Use your company email signature to make the most of your email communication with customers
Now that you see email is thriving more than ever in 2019, it’s time to make the most of it. One of the quickest and most effective ways to improve your email communication with customers is to optimize your email signature. Since 65% of customers will choose email to reach out to your business regarding various queries, give them the opportunity to leave you feedback. All you have to do is add the “Feedback” app to your company email signature. This app enables your customers to leave you a feedback rating within a click- right from within your email signature. Just see the signature example below! Create yours with the “Feedback” app by visiting WiseStamp.