How Consumers Prefer to Interact With Brands

Customers have varying communication choices when it comes to the companies they love. Some people prefer to phone a firm to learn more about its services, while others prefer to interact with a chatbot. Because your goal is to build a client experience that responds to their wants, you would like to learn which channels they like.


Clients prefer learning about products in the following ways:

Participants in a poll were questioned about how they liked to contact businesses when seeking information on a product or service.

  1. Content Evaluation:

Audiences generally favor evaluating the data that your company produces, so it’s critical to address this demand in your marketing plan by generating the valuable information that your target audiences want.  It’s also important to know where your target customers spend most of their time so you can reach them on their favorite platforms.


2. The Internet and Social Media:


When it comes to obtaining ideas on social media, 56% of users are affected by postings published by friends and family. Furthermore, 58 percent of millennials believe that social media platforms are more effective than web searches for discovering new brands.

3. Reviews to read:


When it comes to reading reviews, analysis from 2021 revealed that user-generated content (UGC), of which reviews are one type, has 8.7 times the influence of influencer material and 6.6 times the impact of branded content. Sixty-six percent of people have also said they have left an eCommerce store without buying anything because the site didn’t have customer reviews or photos.


Customers’ Preferences for Interacting with a Company:


When contacting a firm via the internet, poll respondents opted to communicate with a human representative from your organization. Given the rise of chatbots, it is an interesting statistic to be aware of. While the AI-powered tool is unquestionably useful, clients have told us that they wouldn’t want you to base your whole marketing strategy on an automated tool.

Nevertheless, a mix of chatbots and human agents is the second-highest choice. Even if consumers prefer to speak with a live person, you can include both technologies in your plan. When combining the two, try to make bots that complement the human experience. For instance, a bot can start a discussion and gather information before routing the consumer to the agent best suited to help.

Clients are also fine with using chatbots for simple tasks like tracking orders, checking status or balances, and changing orders.




It’s critical for a business to align the ways it sells with the ways customers desire to buy. Use the information from this article to make sure you’re connecting to current customer needs and reaching them where they want to be met.