Why Do Customers Like Digital Channels for Communicating with Businesses?

While speaking to a business on the phone is still a preference for some people, the tide is turning, especially among the younger generations. 

For example, research shows that: 

  • 81% of Millennials get anxiety before making a call. (BankMyCell) 
  • 90% of Gen Z’ers fear talking the phone. (CommBank) 
  • 75% of Millennials avoid phone calls as they’re time-consuming. (BankMyCell) 

Digital Messaging has these Advantages

For conversations about debt and finances, customers liked text conversations for these reasons:

  • They feel less anxious when addressing financial issues. 
  • They feel more in control and less fearful.  
  • They can respond at their own pace and don’t feel pressured.  
  • Their answers are more considered.  
  • They don’t feel as embarrassed or judged about their debt. 

In general, digital messaging channels offer:


Messaging channels allow customers to reach out to a business at any time, from anywhere, and without having to wait on hold. This is especially appealing to customers who are busy or have unpredictable schedules. 

Fewer disruptions
Text messaging aligns with the fast-paced life we live and doesn’t intrude in our daily activities in the same way a phone call does. 

Digital messaging is more accessible than phone calls for people with hearing or speech impairments.  

Asynchronous communication and multitasking
This means that customers can carry on a conversation with an agent at their own pace without having to be on the phone all the time. This is helpful for customers who need to find information related to the query or have to step away as they’re busy with something else like work. 

Overall, messaging channels offer a more convenient, accessible, and flexible way for customers to interact with businesses. 

To learn more, see:


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