Last year highlighted the inherent need humans have to connect with each other. Stuck indoors and encouraged to stay as far away from other humans as possible, many of us found creative ways to connect with others remotely in our personal lives with activities like video chat happy hours, virtual painting sessions and trivia nights.
Marketers too had to find new channels and tactics to engage with customers who were no longer frequenting their physical locations. The obvious shift among marketers was towards digital channels – SMS, chat apps, live chat, chat apps, etc – to embrace a fast-growing preference among consumers for contactless experiences.
Usually such technological shifts are gradual, playing out over years or decades, but last year they were sudden, as marketers were forced to embrace digital channels immediately as shelter-in-place orders rolled out across the country in the Spring of 2020. But with new customer habits and expectations
Article source: https://www.thedrum.com/industryinsights/2021/02/18/digital-channels-and-sms-messaging-b2c-marketer-s-action-plan-2021
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