A Vonage study has revealed the latest small and medium-sized business (SMB) consumer expectations.
Quick resolutions and multiple customer communication channels were two of the top expectations ranked by consumers.
The survey findings are based on a Pollfish survey last month of 1,500 U.S. respondents who have recently interacted with an SMB.
Joy Corso, Chief Marketing Officer for Vonage, said: "Customer experience is not one-size-fits-all, and all businesses, including SMBs, should consider that consumer preferences are ever-changing.
“There's a clear need to continuously evaluate communication channels to keep customers happy and coming back.
"As new communications preferences emerge, implementation of these channels doesn't have to be complicated.
“A cloud-based platform can help businesses easily implement and scale their communications across voice, video, and messaging as their customers prefer.
“Doing so will go a long way in delivering high-quality customer engagements and satisfaction."
Respondents expected quicker resolutions with voice (27 percent) and video (25 percent) engagement channels.
Furthermore, 29 percent reported that any interaction with AI communication tools, such as chatbots and voice recognition, should result in a fast response time.
The survey revealed that 60 percent of respondents take a less favourable view of SMBs that do not provide support through multiple communication channels, but they would still work with the SMB.
However, 16 percent of respondents said that they would not only take a less favourable view of an SMB with limited communication channels, but they would not work with them again as a result.
Vonage concludes, therefore, that in order to retain customers and meet expectations, SMBs must offer a number of communication channel options to customers.
For SMBs looking to prioritise their communications channels on offer, the survey showed that 23 percent of respondents ranked voice calls ahead of all other communication channels.
Voice is also the most popular option for healthcare (33 percent) and professional services industries (32 percent), according to respondents.