{"id":159531,"date":"2025-05-26T13:10:00","date_gmt":"2025-05-26T13:10:00","guid":{"rendered":"https:\/\/sinch.com\/?post_type=scc-chapter&#038;p=159531"},"modified":"2025-06-18T08:26:49","modified_gmt":"2025-06-18T08:26:49","slug":"engaged","status":"publish","type":"scc-chapter","link":"https:\/\/sinch.com\/state-of-customer-communications\/chapter\/engaged\/","title":{"rendered":"Make every touchpoint engaging"},"content":{"rendered":"    <section  class=\"section section-hub-pt section-hub-mb bg-white-subtle shadow-divider\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    <h2 class=\"h3 mb-3 mb-lg-4\">Engaging customer experiences across communication channels<\/h2><div class=\"mb-6 mb-md-7 mb-lg-9\"><p class=\"mb-0\">Digital customer communications are essential to an engaging experience. But attention isn\u2019t given \u2013 it\u2019s earned. Experts from Sinch weigh in on how to maximize your marketing efforts with promotional campaigns that can\u2019t be ignored.<\/p><\/div>\r\n                    \r\n                                            <div>\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=vfIbJb0Vd6w\" class=\"lazy-video-link\" data-lazy-video=\"vfIbJb0Vd6w\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/vfIbJb0Vd6w\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/vfIbJb0Vd6w\/maxresdefault.jpg\" alt=\"The state of customer communications - Pillar 1: Engaged\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=vfIbJb0Vd6w#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/vfIbJb0Vd6w\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/vfIbJb0Vd6w\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=vfIbJb0Vd6w\",\n    \"name\": \"The state of customer communications - Pillar 1: Engaged\",\n    \"uploadDate\": \"2025-06-03T09:46:30+00:00\",\n    \"duration\": \"PT4M31S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfMTU3NTM0MzkwOTAwYjM4MmMyOTVhODZhYTJlNTVmNDg\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfMTU3NTM0MzkwOTAwYjM4MmMyOTVhODZhYTJlNTVmNDg() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfMTU3NTM0MzkwOTAwYjM4MmMyOTVhODZhYTJlNTVmNDg\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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A good example of this includes countries where over-the-top (<a href=\"https:\/\/sinch.com\/glossary\/ott-meaning\/\" target=\"_blank\" rel=\"noopener noreferrer\">OTT<\/a>) messaging channels like WhatsApp are popular.<\/p><p>We filtered results from the previous question to include only survey respondents from countries considered \u201ccore regions\u201d for WhatsApp users:<\/p><p class=\"mb-0\">\u2022 India<br><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Brazil<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 U.K.<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Germany<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Mexico<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Singapore<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Spain<\/span><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648.5\" height=\"431.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-SDCC-Map-Channels-Global.png\" alt=\"Image for \">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\"><\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p><b>Nearly 30% of these respondents selected \u201cOther messaging apps\u201d as a preferred option for promotions.<\/b> That compares to just over 3% of U.S. consumers in our survey. But keep in mind \u2013 <a href=\"https:\/\/sinch.com\/blog\/whatsapp-in-the-us-potential\/\" target=\"_blank\" rel=\"noopener noreferrer\">WhatsApp usage in the United States<\/a> is growing.<\/p><p class=\"mb-0\">Get more insights on how to <a href=\"https:\/\/sinch.com\/resources\/global-communication-channel-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">connect globally and communicate locally<\/a> in our free guide.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-warning-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">41%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of Generation Z consumers want promotional text messages.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">28%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of millennials and Gen Z want promotions on messaging apps like WhatsApp.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">5.5%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of baby boomers want phone calls &#8211; the lowest of all generations.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">80%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of baby boomers want promotional emails \u2013 the highest of all generations.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Different channels for different generations<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>The age of your target audience could also be crucial to an effective marketing communication strategy.<\/p><p>Generation Z, the digital natives, were most likely to choose text messaging (41%). 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order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Promotional messaging pain points<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>It\u2019s clear that, at 41%, frequent or excessive marketing messages are what frustrate consumers the most. But that\u2019s not the only way you could be aggravating your customers with promotional messaging.<\/p><p>Around one-third or more also cited unwanted and irrelevant messages as promotional pain points. More than a quarter have problems with deceptive and repetitive offers. The message to brands is clear\u2026<\/p><p class=\"mb-0\"><b>If you want consumers to engage, don\u2019t be annoying<\/b>. Be respectful, helpful, and add value with your marketing.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-info-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">58%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Free shipping offers<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">51%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Price drop promotions<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">43%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Loyalty\/rewards points<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">41%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Coupon codes<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">41%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Buy one get one free<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-info\">\r\n                        <h5 class=\"h2 counter\">40%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Percentage off discount<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">What kinds of promotions get consumers engaged?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Our survey asked consumers to rate how interesting they viewed a variety of typical promotional offers. Is receiving a coupon code more engaging than a buy one get one free (BOGO) offer? Turns out \u2013 they tied.<\/p><p>We\u2019ve highlighted the six types of promotions Sinch\u2019s consumer research revealed to be viewed as \u201c<b>very interesting.<\/b>\u201d<\/p><p class=\"mb-0\">Free gifts with purchases and exclusive access to new products and features were seen as significantly less interesting than free shipping and price drops.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">What makes mobile messaging promotions engaging?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>While mobile messaging has traditionally been used for conversations with family and friends, it\u2019s proved very useful for informational messages from businesses. <b>Now, more brands are turning to texting to deliver personalized, relevant, and timely promotions to consumers. <\/b><\/p><p class=\"mb-0\">Our survey found consumers chose these four factors as the top ways to provide value with <a href=\"https:\/\/sinch.com\/blog\/promotional-sms\/\" target=\"_blank\" rel=\"noopener noreferrer\">promotional texts<\/a>:<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/phone-bell.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    36% say they want <b>real-time updates<\/b> on price and availability.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/heart-stack.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    27% want to receive <b>relevant product recommendations<\/b> via text.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/chat-stack-text.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    24% want the <b>ability to ask questions<\/b> about promotions they receive in a texting or messaging app.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/shopping-basket.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    18% say they want to <b>shop or customize<\/b> product options from within the texting or messaging app.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                            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order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Expectations for personalization<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Perhaps the most effective way to make a promotion more relevant and engaging is through personalization. Separate <a href=\"https:\/\/www.mckinsey.com\/featured-insights\/mckinsey-explainers\/what-is-personalization\" target=\"_blank\" rel=\"noopener noreferrer\">research from McKinsey &amp; Co.<\/a> found more than 70% of consumers expect personalization from brands.<\/p><p>But consumers also expect more than just their name in a text message or email subject line. They want a truly personalized promotional experience.<\/p><p>That\u2019s why <b>more than 42% expect promotions to be personalized based on their preferences.<\/b> Another 29% expect brands to use purchase history for more relevant promotions.<\/p><p class=\"mb-0\">Keep in mind, nearly 25% of consumers claim they\u2019d prefer not to receive personalized marketing messages.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    \r\n                    \r\n                                            <div>\r\n                            \n    <div class=\"quote hub-quote longform-spacings d-flex flex-column rounded px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-success shadow-success-lg\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content m-0\" id=\"quote-block-9ce93caadbce40ced6b7cd313b86a593\">\r\n            \u201cUltimately, what you want to do is make sure you deliver a very personalized experience to your customers, and you\u2019re able to convert that demand on whatever digital communication channels you\u2019re using. Retailers, for example, should consider developing personalized experiences with RCS. I think what\u2019s most impactful is we\u2019re seeing that increases in conversion rates with RCS for business are huge.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <img decoding=\"async\" width=\"64\" height=\"64\" class=\"rounded-circle quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/11\/Portrait-Jonathan-Bean.png\" alt=\"Photo of Jonathan Bean\">\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-9ce93caadbce40ced6b7cd313b86a593\">Jonathan Bean<\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CMO, Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfNGYwZjc2MDY1Zjg4YjkwZDlkMmEzYzZhZmM4MGQ2NzY\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfNGYwZjc2MDY1Zjg4YjkwZDlkMmEzYzZhZmM4MGQ2NzY() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfNGYwZjc2MDY1Zjg4YjkwZDlkMmEzYzZhZmM4MGQ2NzY\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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preferences (24%), and personalized product guidance (23%).<\/p><p class=\"mb-0\">Bottom line? Engaging messages are about much more than inserting a customer\u2019s name. <b>Personalization provides value when it has a purpose.<\/b><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-py bg-info-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <p class=\"text-uppercase section-caption\">Engaged<\/p>\r\n                    \r\n                    <h3 class=\"h4 mb-3 mb-lg-4\">Mobile message showdown<\/h3><div class=\"mb-6 mb-md-7 mb-lg-9\"><p>When a marketing message arrives in a customer\u2019s native mobile inbox, what type of communication are they likely to find most engaging? 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mt-3 mt-lg-4\"><p>Consumers had a similar reaction to the concept of engaging with an AI chatbot from their financial institution or a personal finance brand.<\/p><p>While 36% would be comfortable receiving financial advice from an AI-powered chatbot, 43% would not and around 21% are unsure.<\/p><p class=\"mb-0\">However, consumer opinions on AI are changing quickly as these interactions increasingly become a normal part of everyday life.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div 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guidance<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Healthcare companies need to keep patients and customers engaged in between appointments with providers and specialists.<\/p><p>Nearly half of consumers expect those communications to be personalized to their own situations and healthcare needs. <\/p><p>Around one third said they only want personalized advice delivered via healthcare communications if it is specifically requested.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">41%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Email newsletter content<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">32%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">In-app messages<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">23%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Quick tips via text or messaging apps<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">18%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">Webinars and\/or interactive quizzes<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">Engaged financial services<\/p><h3 class=\"h3 mb-0\">Delivering advice<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Just like in healthcare, nearly <b>half of consumers want financial brands to deliver personalized communications<\/b> based on their situations and needs. But what are the best ways to engage with customers and provide that guidance?<\/p><p>According to our survey, 41% of people want advice from content in email newsletters. However, around one-third want in-app messages, and 23% would choose quick tips delivered via text or other messaging application.<\/p><p class=\"mb-0\">Nearly 18% are interested in webinars or interactive quizzes that help educate them on personal finances.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my\">\r\n        <div class=\"container\">\r\n            <div class=\"hub-banner px-3 py-7 p-md-9 justify-content-lg-center rounded bg-light-subtle\">\r\n\r\n                <div class=\"row align-items-center justify-content-center py-lg-3 \">\r\n\r\n                                            <div class=\"col-md-6 col-lg-7 mt-5 mt-md-0 order-2 order-md-2\">\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=wZULSog5JLI\" class=\"lazy-video-link\" data-lazy-video=\"wZULSog5JLI\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/wZULSog5JLI\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/wZULSog5JLI\/maxresdefault.jpg\" alt=\"Learn how Courir achieved 137% ROI with RCS\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=wZULSog5JLI#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/wZULSog5JLI\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/wZULSog5JLI\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=wZULSog5JLI\",\n    \"name\": \"Learn how Courir achieved 137% ROI with RCS\",\n    \"description\": \"Courir is one of Europe's leading footwear retailers with over 350 stores. For more than eight years, they have been working with Sinch to drive sales through innovative mobile messaging. Their latest experiment? RCS.\\n\\nRead the full story here: https:\/\/sinch.com\/customer-stories\/courir-steps-up-sales-with-innovative-messaging\/\\n\\nCourir leveraged Rich Communication Services (RCS) messaging to boost back-to-school sales, achieving a 137% return on investment. Their RCS campaign, implemented with the help of Sinch, significantly improved click-through rates and website traffic compared to previous years. The campaign\\u2019s success is attributed to a personalized customer experience, a strong call to action, and a collaborative partnership with Sinch.\\n\\nHighlights:\\n- 137% ROI: Courir achieved a remarkable 137% return on investment from their RCS back-to-school campaign.\\n- 74% Read Rate: The RCS messages boasted a high 74% read rate, demonstrating strong engagement.\\n- 8x Higher Redirects: The campaign generated eight times more website redirects than previous years\\u2019 efforts.\\n- Collaborative Partnership: Courir highlights the value of their collaborative relationship with Sinch for campaign optimization.\\nFuture Growth: Courir anticipates further growth with RCS expansion to iOS devices with iOS 18.1.\\n\\n#RCS\",\n    \"uploadDate\": \"2024-11-26T21:39:00+00:00\",\n    \"duration\": \"PT3M51S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                    <div class=\"col-md-6 col-lg-5 order-1 order-md-1 pe-1 pe-md-6 pe-lg-7\">\r\n                                                    <p class=\"text-uppercase section-caption\">Customer Story<\/p>\r\n                        \r\n                        <h2 class=\"h4 mb-3 mb-lg-4\">Engaging shoe shoppers with RCS campaigns<\/h2>\r\n\r\n                        <p>European footwear retailer, Courir, has tested all sorts of mobile marketing campaigns. They\u2019ve achieved some of their best results using RCS.<\/p><p class=\"mb-0\">Watch the video to see how this brand\u2019s digital communication strategy evolved from basic SMS to a much richer experience. That promotional text message transformation led to a <b>137% ROI<\/b> thanks to a more engaging experience.<\/p>                        \r\n                    <\/div>\r\n                <\/div>\r\n\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-warning-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Ready to tackle communications challenges and seize opportunities?<\/h3>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/chat-user.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Personalized messaging                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    <a href = \"https:\/\/sinch.com\/engage\/\" target=\"_blank\">Sinch Engage<\/a> makes it easy to deliver multichannel messaging campaigns that can\u2019t be ignored.<br><br \/>\r\nBoost your tech stack with native messaging integrations with software like Salesforce, HubSpot, and Shopify.<br><br \/>\r\nSinch Engage empowers marketing, sales, support, and even internal communications.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/engage\/\" class=\"btn-arrow fs-sm \" title=\"Personalized messaging\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/email.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Email marketing                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Need an email service provider (ESP) built to deliver engaging inbox experiences?<br><br \/>\r\n<a href = \"https:\/\/www.mailjet.com\/\" target=\"_blank\">Sinch Mailjet<\/a> helps senders deliver beautiful email campaigns. Plus, it also comes with powerful tools.<br><br \/>\r\nTake advantage of Mailjet\u2019s Brand Kit, an AI assistant, easy personalization, and much more.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/www.mailjet.com\/\" class=\"btn-arrow fs-sm \" title=\"Email marketing\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/heart.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                DIY customer engagement                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Want to build your own solution to engage customers and prospects?<br \/>\r\n<br \/>\r\nSinch\u2019s <a href = \"https:\/\/sinch.com\/apis\/messaging\/conversation-api\/\" target=\"_blank\">Conversation API<\/a> is easy to integrate, optimized for multiple messaging channels, and enables two-way communication with customers.<br \/>\r\nBuild stronger relationships and a better mobile experience.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/apis\/messaging\/conversation-api\/\" class=\"btn-arrow fs-sm \" title=\"DIY customer engagement\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"featured_media":159532,"template":"","meta":{"_acf_changed":true},"class_list":["post-159531","scc-chapter","type-scc-chapter","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer engagement and digital communications - Sinch<\/title>\n<meta name=\"description\" content=\"Explore consumer survey results to learn why people engage with marketing campaigns and communications. 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