January 2019 Summaries

A recent survey of US consumers reveals that local phone calls are still the most preferred method of communication between businesses and customers, regardless of age group. The study found that 60% of respondents prefer picking up the phone over receiving text messages when interacting with a business. Generation Z and Millennials were more likely to answer calls than any other generation, debunking the stereotype of young people favoring text messaging. Furthermore, local phone numbers are more trusted by consumers and increase the likelihood of engagement compared to out-of-state or international numbers. Businesses should consider leveraging local presence dialing for better customer experience across various channels.

Digital transformation (DX) is a significant undertaking for enterprises, with global spending on DX-enabling technologies and services projected to reach $1.97 trillion by 2022. CIOs are under pressure to increase efficiency while adopting flexible solutions across their organizations. Companies are moving away from legacy communication systems due to reasons such as unlimited scalability, better budget optimization, seamless transition, feature parity with legacy systems, and hassle-free access to new features. VoIP phone systems offer these benefits by enabling cloud communications and subscribing to a communications-as-a-service (CaaS) model.

Field service management (FSM) software is replacing traditional tools like pencils, paper, and spreadsheets in industries such as construction, architecture, and engineering. Integrating SMS and local numbers into FSM software allows field workers to stay connected with headquarters, update customers in real-time, and maintain a personal relationship with clients. This streamlines workflow and improves customer experience by providing automatic appointment reminders, live updates on services, and timely notifications. Bandwidth's SMS and phone number APIs can help businesses integrate communications features into their software for better business and client experiences.