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Case Study: In-Depth Analysis of Digital Communication and User Engagement

24 July 2023 •

By: Danny Expertise

Technology has revolutionised the way we interact and communicate with each other. As brands strive to build stronger relationships with their users, it is crucial to understand their behaviour and engagement with digital communication. That's why we conducted extensive desktop research and surveyed our Test Pilots to gain invaluable insights into the world of digital communication.

Aim of the research

The world of digital communication is ever-evolving, and brands that can stay ahead of the curve and effectively connect with their users are the ones that will thrive. By investing in research and gaining a deeper understanding of our audience, we can tailor our messaging to resonate more strongly with them and build stronger, more meaningful relationships.

Our research delves into three critical areas:

  1. User preferences for issue resolution
  2. Brand communication through the lens of the user
  3. Social media and users’ preferred content

Overview of respondents

In an effort to gather valuable feedback, we sent out a survey on February 15th, 2023. The survey remained accessible to our Test Pilots for a duration of three weeks, finally concluding on March 7th, 2023.

We are delighted to report that our dedicated Test Pilots showed great enthusiasm, with an impressive 39 of them taking the time to provide us with their invaluable insights and perspectives.

Demographics of participants

Demographics of participants_.png

1. User preferences for issue resolution

This section aims to delve into users' preferred approaches for addressing issues in the digital space, as well as gain insights into their support-seeking behaviours and preferred support channels when encountering obstacles.

How do customers prefer to resolve product issues?

A.) Quick self service resources for users

Today's consumers are increasingly self-sufficient and prefer to find solutions to product or app issues on their own. Google has become a go-to resource for advice, indicating that users value independence and control over their experiences. To win over this type of user, companies should offer clear and comprehensive product information and support resources.

How do users tackle an issue?

How users tackle an issue.png

B.) Multiple channels for customer service

Users aren't just looking for information; they also want quick resolutions. For many consumers, the clock is ticking when they reach out to customer service, and they have limited patience for lengthy interactions. Therefore, companies need to provide multiple customer service channels, highly trained reps, and even chatbots to achieve efficient and effective solutions.

When it comes to personalised communication with customer service reps, live chat, phone calls, and email are the most preferred channels. To maximise customer satisfaction, companies should offer a range of communication options and ensure their reps are highly skilled and equipped to handle complex issues.

Live chat.png

C.) Customer service on social media

Finally, social media has become an essential platform for customer service, with Facebook being the most common, followed by Instagram and Twitter. Engaging with customers and resolving issues in a timely and effective manner on social media can make all the difference in shaping customer satisfaction and brand perception.

Facebook etc.png

By understanding these insights and adapting their customer service strategies, companies can meet the expectations of today's increasingly independent and tech-savvy consumers.

2. Examining brand communication through the lens of the user

In this section, we aim to determine the most effective modes of communication with our users.

Cracking the code to user satisfaction:

A.) Personalised content and targeted marketing

The way users perceive and engage with brand communication is crucial to building a strong brand-consumer relationship. Personalisation and targeted marketing have a significant impact on how users view brand communication, and it is important to strike a balance between personalisation and respecting users' privacy.

I like receiving important info via email.png

B.) What some users had to say about targeted marketing:

What some users had to say about targeted marketing….png

C.) User marketing preferences

Marketing preferences are another key aspect that brands should consider. Most users prefer to set up their marketing preferences when they first sign up, but giving them the option to adjust preferences in-app can improve the user experience.

Complete the sentence: I want to set marketing preference...

I want to set marketing preferences.png

D.) User’s preferred brand communication

To make the most of brand communication, it is crucial to deliver content that resonates with users. Promotions and special offers are the top-valued communication types, followed by updates about products and services. Brands can improve their connection with users by adopting a tone that is casual, funny, and respectful.

The brand tone users best relate to is:

Brand tones users relate to.png

Complete the sentence: I want to hear from brands when there are...

I want to hear from brands when there is….png

E.) Getting a user’s attention

Finally, understanding the factors that grab users' attention and lead to unfollowing brands can help brands optimise their communication strategy.

Brand aesthetics, reviews, brand tone, and word of mouth are the top factors that grab users' attention. Too many ads and irrelevant content are the top reasons why users unfollow brands.

Brands attract users’ attention with:

Brand attract users’ attention with….png

Users unfollow brands because of:

Users unfollow because of.png

In summary, brands that understand their audience's preferences and deliver engaging, relevant content can create a positive relationship with their users and foster loyalty.

3. Social media & users’ preferred content

Our goal in this section is to explore the types of content that users find most engaging and enjoyable to interact with or receive.

Connecting with users through Social Media:

A.) Users are using social media to research brands

Social media has become an integral part of our lives, and for many, it's a go-to platform for researching and engaging with brands. Instagram is the most popular platform for users seeking information about brands, followed by YouTube, Facebook, and Twitter. Brands should take note of these preferences and optimise their presence on these platforms to reach a wider audience.

Complete the sentence: I use ... to research brands.

Social media users use to research brands….png

B.) User’s content preferences

When it comes to the type of content users prefer, social media posts, customer reviews, and videos top the list. Videos are especially popular, but users prefer shorter videos of around 30 seconds - 1 minute in length, rather than long videos of 3 minutes or more. Brands should aim to create short, engaging videos that showcase their products or services and provide value to their audience.

User’s preferred type of content:

User’s preferred content….png

C.) Prime time to connect with users on social media

Another key finding is that most users are active on social media in the evening, with the peak time being between 5 PM and midnight. Brands should consider scheduling their social media posts and ads during these times to maximise their reach and engagement.

Complete the sentence: I am mostly on social media...

Users are on social media….png

Overall, these insights highlight the importance of understanding user preferences and habits on social media. By creating content that resonates with their audience and optimising their presence on popular platforms, brands can build a strong and engaged following on social media.

What we have learned

In the rapidly evolving world of digital communication, brands must constantly strive to stay at the forefront of innovation and adapt to emerging trends. To effectively navigate this dynamic landscape and establish a strong competitive advantage, it is crucial for brands to embrace the following strategies:

  • Offer comprehensive support resources, including product information, social media service channels, and well-trained representatives, to meet the needs of tech-savvy consumers.
  • Strike a balance between personalised marketing and respecting users' privacy.
  • Create short, engaging content tailored to the social media platform that resonates with the audience.
  • Post during peak activity hours on social media to maximise engagement.

Implementing these strategies helps brands build a positive relationship, foster loyalty, and cultivate a loyal following.

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24 July 2023
By: Danny

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