by Kristina Knight
Only 45% of brands studied for a new vCita report are using mobile devices to track customer engagement and interactions. That is the takeaway from new research out from vCita which also indicates that most (66%) of those surveyed believe online engagement is key for their business.
Researchers with vCita recently polled small businesses and found that while SMBs seem to understand that the online and mobile spaces are where customers are, may continue a slow adoption of tools that would help them, especially in mobile. The study shows that of the 45% of are using mobile devices to track backend tasks and customer interactions only about 10% are using mobile to track daily activities.
"Today, small businesses need every advantage they can get to stay relevant and compete for business against their larger counterparts, and having good client communication and retention is a huge aspect of accomplishing this task," said Itzik Levy, founder and chief executive officer of vCita. "With a successful online client engagement strategy, small businesses can ensure they drive new and repeat business and easily streamline those interactions and eliminate hours of administrative work."
Some interesting takeaways from the vCita report include:
• 67% say they use tools like online scheduling and payment/document sharing tools
• 67% say they've gained new clients because of their website
• 34% have not integrated online customer management tools
• 40% say they need to improve the number of customers gain through online avenues