About 94 per cent of Indian small businesses are also willing to invest more in online sales and marketing this year, according to a report by GoDaddy India.
GoDaddy Data Observatory 2023 showed that Indian respondents are already using digital tools including intranet or internal social networks (74 per cent), shared drives for collaboration (72 per cent), services for storing or transferring data (69 per cent) and use of video conferencing (67 per cent).
The report stated that meaningful customer experiences are recognised by Indians as a key component of their business. Taking this into account, the tools that the businesses are currently using or planning to use to operate their business and interact with customers include digital payment systems (75 per cent), e-mail notifications (73 per cent), online customer service (70 per cent), online booking systems (65 per cent) and digital invoicing (64 per cent).
Additionally, 74 per cent of respondents claimed to use a customer relationship management tool (CRM) to help manage and track customer interactions – higher than the global average of 55 per cent.
When it comes to the importance of digitisation, Indian small businesses believe it is very important to have web security (79 per cent), own a website (77 per cent), have a social media presence (77 per cent), conduct digital advertising (77 per cent) and have an online store (69 per cent).
Additionally, 91 per cent of Indian respondents said they researched or bought website protections for their site. This behaviour reflects India’s score of 74 (of a maximum of 100) in the GoDaddy Digital Index which measures different aspects of digitalisation among the seven countries surveyed.
