Did you know that a majority of consumers are now comfortable talking with a chatbot, yet only a fraction have engaged with one?
That tidbit comes from the 2017 Mobile Consumer Report from Vibes, a leader in mobile engagement used by top brands to deliver targeted, personalized mobile experiences.
The obvious takeaway is that marketers have opportunities to communicate with customers they might want to explore in more depth.
In fact, Vibes’ fourth annual Mobile Consumer Report uncovered a number of insights into consumer perceptions and preferences, including how they want to interact with brands on their phones via text messages, mobile wallet, push notifications, apps, and more.
“Consumers are open to engaging with brands on mobile in a way that is unlike any other channel,” said Jack Philbin, the co-founder and CEO of Vibes. “While consumers carefully control how brands can engage with them on these personal devices, brands that cater to these consumer preferences will see significant dividends, including enhanced reputations and incremental revenue growth.”
Salient key findings include:
- More than 60 percent of consumers would feel comfortable talking with a chatbot, yet only 22 percent have actually done so.
- The majority of consumers are more drawn to brands that offer mobile loyalty.
- Seventy percent of consumers would have a more positive opinion of a brand that allowed them to save a plastic loyalty card in their smartphone.
- More than 33 percent of people store information from brands in mobile wallets such as Apple Wallet and Android Pay, which can also be used to store and manage loyalty programs.
- Consumers carefully curate the number of brands that can deliver alerts to them on their smartphones.
- Apps are not a highly effective in-store shopping companion for most consumers.
Want to glean more insights from the Vibes report? Click here to download.