Businesses Over-Estimate the Quality of Their Communications: Twilio Study

Siftery’s premise is that companies are using the right systems. But maybe companies aren’t so good at knowing what they need. Customer communications platform Twilio found that companies are vastly more satisfied with their performance than the consumers they serve. As in, 81% of consumers say it’s hard to communicate with businesses but just 34% of businesses think it’s a problem. A ray of hope: companies that consider communication “extremely important” are much more likely to do it well. So if you’ve often expected companies could do a better job if they wanted to, you were right.