Building thought leadership through research

Building thought leadership through research


Lawless Research Study for Twilio Finds Businesses Do Not Communicate
As Well As They Think They Do

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London, Sept. 19, 2017: According to a new study released by Twilio today, 81% of consumers complain that it is difficult to communicate with businesses, but only 34% of businesses acknowledge room for improvement. While most businesses focus their efforts on delivering a great product, too few businesses recognize the significant impact the communications experience has on their brand and revenue. The study, conducted by Lawless Research, Inc., finds that after a positive communications experience, 7 out of 10 consumers recommended the business to their friends or purchased more products or services; but one-third cancelled their service or switched to a competitor following a negative experience. Companies can provide a better experience by tailoring their communications to deliver the right message, using the right channel, at the right time.




Lawless Research study finds that businesses using SMS, Voice, other Cloud Communications/CPaaS channels report higher revenue growth, customer satisfaction.

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Los Angeles, CA – September 26, 2017 – TeleSign, the world’s first end-to-end communications platform as a service (CPaaS) company, today released, Customer Communications Report: How Businesses Use Cloud Communications to Fuel Growth. The report provides key insights into how digital transformation is reshaping the communications landscape and driving businesses to adopt cloud communications/CPaaS for customer engagement.

Of the 500 customer communications stakeholders surveyed by Lawless Research, Inc., 87 percent reported that communicating via SMS/text, voice and other cloud communications channels is vital to their companies’ success. For companies that have already adopted cloud communications, nearly twice as many report exceptionally high revenue growth rates (20 percent or above) than those that do not use cloud communications. Additionally, 93 percent of cloud communications users report that embedding communications into their web and mobile apps led to higher customer satisfaction.




Our Clients Include:

make informed decisions

Establish Thought Leadership.

What trends are emerging?

What information can we gather to demonstrate our expertise and knowledge?

What fresh content can we include in our content and social marketing?

How can we reach new audiences?


Who knows about us and what do they think about us?

How would they rate us compared to our competition?


Grow Your business.

How do we grow our business?

What markets have the highest potential?

Where should we expand?

Identify Target Markets.

Who is most likely to buy and recommend our products?

What are their characteristics and how do we reach them?

What are their top concerns when purchasing?

How do we effectively message to them?

What channels should we invest in?

Design & price Products.

What needs are unmet in the market?

What direction should our product roadmap take?

What features and functions are most valued?

Will the market like—and buy—our new product?

What is the best name for the product?

How should it be packaged and marketed?


How can we most effectively spend our marketing dollars?

How do we increase the number of qualified leads?

What ads are most likely to attract attention and increase sales?

What messaging should we use online, in email campaigns, and in social media?


What do our customers think of us?

What areas do we need to improve to retain our customers?

Who are our advocates and how do we foster a closer relationship with them?