A global study from Sinch has found that COVID-19 behaviours like avoiding dining out, crowds, and flying are here to stay, even in a world in its post-pandemic stages. According to the Sinch study, even when the pandemic is over, around 58% of people will still avoid crowds, while 52% will be staying away from unnecessary travel.
Around 46% of respondents said that they’d be spending less time inside stores, while 45% want to dine out less often. The study also revealed that, despite a decade of digital transformation, brands are still struggling to deliver the most useful mobile and digital experiences people are looking for.
These experience include things like making and confirming appointments via text, receiving personal videos, and being able to chat through messenger with banks, service providers, and doctors.
The research highlights the opportunities available for companies agile enough to update the value they’re bringing to customers.
Changing Behaviours Throughout the World
Communicating with friends, businesses, and family through video, messaging, and other online/mobile services, rather than interacting in person is something that’s likely to continue.
As digital methods for communication overtake physical interactions, companies are struggling to catch up. There’s a rising demand for new levels of mobile and digital services that companies aren’t fulfilling yet. Unfortunately, many companies don’t know which channels their clients prefer, and they’re struggling with siloed systems and data that makes it tougher to evolve.
According to Sinch, what makes this situation particularly powerful is that the ecosystem of channels and tools powering digital conversations is exploding. As customers avoid physical interactions, WhatsApp and Facebook Messenger have around 3.3 billion monthly active users. Despite this, companies are slow to embrace messaging innovations.
Few organisations can give customers meaningful messaging moments that they’re looking for.
An Opportunity to Evolve
The opportunity in this landscape is quantified by the gaps in the services customers use already, and the things they believe would be useful going forward. For instance, 91% of consumers want mobile notifications of suspicious activity, particularly in banking, however, only 31% get them.
