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New study reveals instant messaging services are key for SMEs to thrive post Covid-19

Nov 10, 2020
  • Yell Business has released findings of a new report showing over half (53%) of SMEs state that instant messaging is key for business success post Covid-19
  • Over three quarters (76%) of businesses have introduced new ways of communicating with their customers as a result of the pandemic
  • 76% of businesses have introduced a new service as a result of Covid-19
  • 71% of SME owners are optimistic about the success of their business in 2021
November 2020: Yell Business has today released new research into how small businesses have adapted to survive in light of Covid-19 and how the pandemic is changing the way businesses and consumers communicate.

The new study reveals the scale of the challenge business owners have faced in recent months with three quarters (76%) of Small and Medium Enterprises (SMEs) introducing a new service as a result of Covid-19. Of those SMEs introducing new services:

  • 34% started doing online video consultations or viewings
  • 32% have started taking online bookings
  • 25% introduced contactless payment systems
  • 25% started home delivery services
Over half (52%) of businesses who introduced a new service said it was crucial for them to be able to survive the pandemic, with 88% of businesses stating they plan on continuing the service post Covid-19.

Who’s getting the message?

The research also identified how the global pandemic has accelerated changes in the ways businesses are communicating with their customers. Over three quarters (76%) of SMEs have introduced new ways of communicating in 2020 with instant messaging platforms coming to the fore. Over one in five (21%) have started using WhatsApp and 20% have started using online video calling to communicate with customers. 17% of SMEs have started texting their customers for the first time whilst 9% have implemented chatbots.

While a phone call and email are still ingrained as the most popular communication methods for SMEs and consumers alike, the most effective marketing communication tool used by businesses during the pandemic was found to be a Facebook page. When asked whether the tool had been either ‘very’ or ‘somewhat’ effective since March’s national lockdown, 51% of businesses stated that it had. Text messaging (50%), email newsletters (48%), Facebook Messenger (47%), WhatsApp (46%) and an Instagram account (43%) followed.

Getting the message in an instant

The emergence of instant messaging tools such as Facebook Messenger, WhatsApp and other social messaging platforms as vital communication tools for businesses was identified in the research. Over half (53%) of SMEs surveyed said that instant messaging is key for business success post Covid-19, whilst 39% stated they had seen an uplift in enquiries thanks to using instant messaging services during the pandemic. 38% said that they had seen increased customer satisfaction and 33% saw an uplift in repeat business.

Choosing the correct channel to communicate with customers was found to have far reaching benefits for businesses too. Yell’s research revealed that over a third (36%) of consumers would be more likely to buy from a business that communicated with them on their preferred channel. 28% of consumers would be more likely to recommend the business to a friend and 24% would be more likely to spend more with that business. Conversely, if an SME communicated with a customer on the wrong channel, 37% of consumers wouldn’t use that business again and 18% would even leave a bad review for the business.

Optimism in the face of adversity

Despite the challenges brought on by Covid-19, businesses remain positive for the future. 71% of SME owners state that they are optimistic about the success of their business in 2021 and, on average, 71% of SMEs said they were more prepared to deal with another lockdown.

Claire Miles, Chief Executive Officer of Yell commented:

The last six months have been incredibly tough for small businesses across the country but it’s heartening to see that the majority of SMEs remain optimistic in the face of adversity. Our diverse local businesses are the cornerstones of community, which is why it’s crucial that now, more than ever, Yell continues to champion small businesses and provide the digital tools and insights needed for them to thrive.

Our research highlights not only the sheer adaptability of SMEs but also their determination to find the right way to communicate change to their existing and potential customers. It’s clear that during these uncertain times, instant messaging services have been a lifeline to businesses who have had to adapt and adjust their models quickly. Instant messaging facilitates timely and conversational communication between businesses and consumers and as the findings show, many SMEs will still be relying on these services to succeed post pandemic."

To access further stats from the study and get tips and advice from Yell Business on how to communicate effectively with customers, please visit:
- ENDS -

Notes to editors

 Methodology

Survey of 1,006 SME owners conducted in September 2020 by Censuswide on behalf of Yell Business.

Consumer survey conducted in September 2020 by Censuswide on behalf of Yell Business to 2,009 UK residents aged 16 and above.

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15 Oct, 2024
As across the UK temperatures officially hit single digits, homes will be turning to their trusty thermostats to give them some much-needed warmth this autumn. However, with your boiler sitting docile all summer, you may find yourself without heat when you need it. With an average of 5,100 searches each month, in autumn, searches for “boiler repair” begin to creep up. They peak in December as households find broken boilers when they need it the most. Searches have climbed 257% this month alone. With this in mind, Yell has partnered with David Doran, a plumbing expert at Blackstone Plumbing & Heating Ltd to find out what heating checks you need to make and how to avoid a winter breakdown. What checks should you carry out before turning your heating on? 鈼 Check your boiler pressure Your boiler pressure gives you an idea of how efficiently your heating system is running by telling you the pressure of the water circulating through your system. If the pressure is too high, then this could cause leaks to develop. If it’s too low, the system won’t work as well, leading to ineffective heating, and you’ll find your home will be colder than expected. David explains, “Low pressure can result in ineffective heating, while high pressure can potentially damage your system.” He recommends keeping the pressure gauge between 1 and 2 bars, which provides the ideal balance for optimal performance. If you notice a slight increase in boiler pressure while it’s running, don’t worry—this is completely normal. Just ensure the pressure stays below the 3-bar mark during use. 鈼 Check your thermostat Make sure your thermostat is working properly and accurately reading the temperature. If the readings are inaccurate, the thermostat might cause your boiler to work overtime, wasting energy trying to reach a room temperature that’s already been achieved. Conversely, it could shut the boiler off too early, known as short cycling, leaving you in the cold. David suggests, “ Consider replacing old thermostats with programmable or smart thermostats to improve efficiency. If your thermostat runs on batteries, check if they need replacing. ” 鈼 Test out your heating system before you need it It’s important to test your boiler before you need it, to avoid being one of the thousands of Brits searching for “boiler repair” in December. Run your heating system for a short period (e.g., 15-30 minutes) to ensure all radiators heat up evenly and there are no unusual noises from the boiler or pipes (e.g., banging, clanging, or gurgling sounds). Should you notice anything untoward, such as cold spots, it’s worth reaching out to your local heating specialist . On Yell, you can either browse nearby listings or post an enquiry . 鈼 Ensure your boiler is regularly serviced Annual servicing of your boiler is important to ensure that your system is operating safely. According to insights from HomeServe , more than half (58%) of UK households haven't checked that their boiler is working as it should and 56% of the population haven't had an annual boiler service. David says that it’s important to “ have your boiler serviced once a year. Faulty boilers can lead to dangerous situations like gas leaks or carbon monoxide poisoning, which can be deadly. ” A service includes checks for leaks, blockages, and the correct operation of safety devices. David adds, “R egular servicing keeps your boiler running efficiently. Over time, boilers can accumulate dirt, dust, and limescale, reducing efficiency. A well-maintained boiler burns fuel more effectively, helping you save on energy bills. ” Alongside this, it’s important to remember that many boiler manufacturers require annual servicing as part of their warranty terms. Skipping a service could void your warranty, leaving you without coverage if something goes wrong. Additionally, some home insurance policies may also stipulate that your boiler must be serviced regularly. A local plumber should be able to service your boiler and give you the advice and support you need. Tips on how to get the most out of your heating during cold weather According to Pepper Money’s Specialist Lending Study , 73% of people say that even a £100 increase in monthly bills would seriously affect their household finances. With winter on the way, maximising the efficiency of your heating during cold weather can keep your home warm and comfortable while also saving on energy bills. David Doran and Yell provide tips on how to make the most of your heating in the cold weather: 鈼 Only set your heating to when you need it: A programmable thermostat allows you to create a heating schedule that fits your routine, reducing wasted energy when you’re not home or during sleeping hours. Smart thermostats can learn your habits and adjust heating automatically, optimising efficiency. 鈼 Aim for a comfortable temperature: Aim for a comfortable temperature between 18-21°C (64-70°F). Setting your thermostat at 18-20°C can significantly reduce energy consumption compared to higher temperatures. For every degree you lower your thermostat, you can save around 1-3% on your heating bill. 鈼 Only heat the rooms you need: Thermostatic radiator valves (TRVs) only heat the rooms you’re using. Keep unused rooms at a lower temperature or turn the radiators off entirely in those spaces. 鈼 Don’t block the heat with furniture: Avoid placing large furniture or curtains in front of radiators. This blocks heat circulation and makes your heating work harder to warm the room. Clear airflow helps the heat distribute more effectively throughout your home.
03 Oct, 2024
Research by driving experts at Yell has revealed that Leeds and Belfast are officially the best cities to be a learner driver. With driving lessons averaging at £33 per hour in Leeds, this city makes an affordable choice for most learner drivers at 13% less than the national average of £38. Belfast is 3% above the average of £38, but learner drivers benefit from short wait times of 10 weeks. Demand for driving lessons is at an all-time high as the backlog from the pandemic continues. Until driving test capacity increases, the backlog is expected to only get worse, with high-demand areas having seemingly no end in sight. In 2024, there are an estimated 3,712,728 learner drivers in the UK competing for driving test slots, but the Driving Vehicle Standards Agency (DVSA) can only accommodate 2,042,976 of them. This means that demand for driving tests is expected to exceed capacity by 82%. This pressure only continues as data from the DVLA shows that , from January to March 2024 (Quarter 4), 666,000 car theory tests were conducted in Great Britain, an increase of 12% from January to March 2023 (Quarter 4). Equally, from January to March 2024 (Quarter 4), 561,000 car practical tests were conducted in Great Britain, an increase of 25% from January to March 2023 (Quarter 4). The delays in booking tests and the ongoing backlog are causing major frustrations for both drivers and instructors. Learners are having to take more lessons to make up for the additional waiting time and instructors are unable to take on more drivers due to the backlog. According to a survey from car insurance provider Marmalade , 77% of learners have cited that the extra cost of more lessons has been their biggest frustration. DVSA says that learners will need an average of 45 lessons to pass a test , working out around £1,710 per student. However, with wait times for tests now at an all-time high at an average of 21 weeks across the country , driving instructors and their students are in a crisis. Learners across the country are facing a postcode lottery when it comes to waiting for a driving test slot, and most centres are seeing over double the wait times of pre-pandemic levels, which saw an average of only 6 weeks. Leeds and Belfast revealed as the best cities for learner drivers in the UK Taking into account the average cost of driving lessons in each city, the average wait times and driving test search demand, Yell has created a list of the best cities to be a learner driver in 2024. It’s revealed that Leeds and Belfast are officially the best cities to be a learner driver. With driving lessons averaging at £33 per hour in Leeds, this city makes an affordable choice for most learner drivers at 13% less than the national average. While driving test wait times are still relatively high at 20 weeks, this is one week less than the national average, and search demand in the city is slightly less than the national average, seeing 1,700 searches each month. Belfast averages £39 for driving lessons, which is 3% more than average, however drivers benefit from short test wait times at only 10 weeks. Belfast also has a smaller search demand of 1,400 searches each month for “driving lessons Belfast”. London is ranked as the worst place for learner drivers. The average driving lesson costs are second highest in the country at £41 per hour, 8% over the national average. London has the second highest wait times at 23 weeks, which is mirrored in its monthly search demand, which is the highest in the UK with over 2,800 searches for “driving lessons London” each month.
27 Aug, 2024
New research by driving experts at Yell has revealed the UK’s top 10 speed camera hotspots and which regions are catching drivers out this summer. Looking at police records from every county across the UK between the periods of July 2023 and August 2023, the experts at Yell have revealed that Surrey takes the top spot for the most speeding violations in the UK with 22,811 between July and August 2023. In 2023, 203,801 people were found guilty of a speed limit offence - this is a decrease of 8% when compared to the previous year, but an increase of 85% since 2011. Across the UK, there are now around 7000 cameras on the road networks, catching drivers out across the country - from speeding violations to using a phone whilst driving, or parking illegally. Below, the driving experts at Yell have identified the top ten speed camera capitals in Britain: Top 10 UK regions with the highest number of speeding offences The UK’s number one speeding hotspot in the UK is Surrey with 22,811 speeding violations between July-August 2023 . Within Surrey, the speed camera hotspot that has been catching the most drivers on the road is the M25/M3 Junction. The location coming in second for the most speeding violations is West Mercia. West Mercia saw 21,266 speeding violations in the period of July-August 2023, with the M5 J8 SB speed camera catching the most speeding violations. The location coming in third highest for speeding violations is Nottinghamshire, with 16,400 violations being caught. The M1 North Bound between Junction 26 and 27, Notts has been identified as the location that catches the most speeding violations in Nottinghamshire between July-August 2023.
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