Global survey results from 8,000 consumers show that people will share personal information in exchange for value
Attentive benchmarks survey share 52% of marketers plan to increase their SMS spend in 2023
NEW YORK–(BUSINESS WIRE)–The annual State of Conversational Commerce Report from Attentive finds that consumers around the world are more comfortable than ever interacting with brands, when they feel they’re getting value. The report revealed 91% of consumers have already opted into at least one brand’s SMS program, or are interested in doing so. Consumers are also willing to share personal information in exchange for free shipping, complimentary gifts, and/or personalized recommendations.
Conversational commerce is defined by interactive, people-driven experiences that support the entire customer buying experience. These conversations work towards a point of conversion or commerce—from awareness, all the way through post-purchase.
With more than 8,000 consumers surveyed from the US, Canada, the UK, and Australia, the findings reveal 88% of consumers would engage in a two-way conversation with a brand about a product, and 87% would reach out to resolve a checkout issue. This shows that conversational commerce has seen wide adoption in the shopping journey and presents an opportunity for brands to engage with customers to close a revenue gap through personalized, immediate attention.
The desire to converse with brands shows that consumers are willing to share more than basic contact information, as the majority of US shoppers would share their name, email, and gender to get personalized recommendations. Notably, this aligns with the data marketers are most interested in-–location and product preferences. When brands collect personal information throughout the customer journey, they’re collecting the building blocks of zero-party data that enable them to deliver more tailored experiences and incentives.
“Conversational commerce radically changes how consumers shop in their day-to-day, and SMS marketing is at the heart of this shift,” said Sara Varni, CMO at Attentive. “Brands are recreating the in-store experience online, which enables consumers to take an active role in starting a conversation. These two-way conversations naturally lend themselves to invaluable zero-party data collection that amplifies marketers’ efforts.”
Additional findings from the 2023 Global State of Conversational Commerce include:
Attentive also surveyed over 900 brands globally to gather insights on top priorities for marketers in 2023 and the opportunities to maximize their programs. Highlights from Attentive’s SMS Benchmarks Customer Survey include:
See here for the Global State of Conversational Commerce Report, including the SMS Benchmarks Customer Survey.
About Attentive
Attentive® is the leader in conversational commerce, reinventing business-to-consumer communication. Our SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, we drive billions in e-commerce revenue, and over 8,000 leading brands like CB2, Pura Vida, Urban Outfitters, and Jack in the Box rely on Attentive to deliver powerful commerce experiences.
To learn more about Attentive or to request a demo, visit www.attentive.com or follow us on LinkedIn, Twitter, or Instagram.
Press:
Annie Lee
[email protected]
Global survey results from 8,000 consumers show that people will share personal information in exchange for value
Press:
Annie Lee
[email protected]