42 Stats and Statements that Prove Messaging is the Future of Customer Experience

[24]7.ai | November 06, 2019

CLICK TO TWEET BLOG 42 stats and statements that prove #messaging is the future of #customerexperience via @24_7_inc

Customer expectations are changing. They now expect personalized, mobile-first service that’s available on their time, any time. Messaging delivers the experiences they want – that’s why it’s quickly becoming the CX channel of choice among a growing number of consumers.

Why? Not only does it allow them to communicate with companies the same way they do with friends and family, it’s incredibly convenient. With messaging, customers can engage companies around the clock, and pause and pick up conversations when it works for them. No more long holds, or waiting days for an email response.

Still not sold? Below are 42 stats and statements that highlight the importance of delivering mobile-first customer experiences that put messaging front and center.

  • In 2019, 2.52 billion mobile phone users accessed messaging apps to communicate. (Statista)
  • 33% of customers have contacted a company using Facebook and similar social channels. (Forrester)
  • 1.4 billion people worldwide send over 80 billion messages every day to communicate. (Sparkcentral)
  • 93% of millennials own a smartphone, compared to 90% of Gen Xers. (Pew Research)
  • Out of all customer service engagements around the world in 2017, 52% began online. (Microsoft)
  • As of July 2019, WhatsApp was the most popular mobile messenger app worldwide, with over 1.6 billion monthly active users. (Statista)
  • The number of US mobile messaging app users is expected to reach 171.3 million by 2022. (eMarketer)
  • 78% of customers use text messaging for communicating with a company. (Salesforce)
  • “Messaging is often the most convenient way to get things done with a business. As more businesses enable messaging, we expect consumer-to-business interaction to shift in a measurable way toward messaging, just as consumers have in their personal lives.” (Rob Lawson, Google)
  • 65% of people aged 18-34 believe social media is an effective channel for customer service. (Microsoft)
  • 40 billion will be spent in the US via conversational commerce by 2022, accounting for 6% of total online spending. (Mastercard)
  • 10 billion messages are exchanged between people and businesses each month on Messenger alone.(Facebook)
  • Consumers now spend more than five hours a day on their smartphones. (AdWeek)
  • 79% of millennials prefer to purchase from brands with mobile-responsive customer support portals. (Microsoft)
  • In 2018, 72 trillion messages were sent on WhatsApp, Facebook Messenger, WeChat, and Viber platforms. (Adweek)
  • 52% of Gen Z say their smartphone is their most important device. (Customer Think)
  • Messaging apps are now 20% more popular than social media networks in terms of monthly active users. (Business Insider)
  • By 2020, the average revenue from messaging apps is anticipated to be more than $15 per user, driven mainly by chatbots. (Media Kix)
  • 61% of mobile users spend five or more hours a day on their smartphone. (Pew Research)
  • 34% of online retail purchases now happen on mobile devices. (Google)
  • “How many people are lining up on Facebook Messenger or Apple Business Chat, trying to get to your business? It’s a missed opportunity if you don’t open that door.” (Art Schoeller, Forrester)
  • 70% of consumers between 18-34 years old want the option to message with businesses. (Forbes)
  • 57% of consumers would prefer to contact businesses using digital media like social media over voice-based customer support. (Ameyo)
  • Messaging apps will continue to rise in popularity, with an estimated two and a half billion users worldwide in 2021. (eMarketer)
  • 75% of millennials say they would rather text than talk on the phone. (OpenMarket)
  • “While SMS is still the pervasive channel to reach and interact with customers on a personal and immediate basis, it is still often under-leveraged.” (Pierre Lazarus, Uber)
  • Messaging use has exploded, with more active monthly users now on messaging apps than social networks or email. (BI Intelligence)
  • 9 out of 10 customers want to use messaging to communicate with businesses. (Dimension Data)
  • US smartphone users send and receive 5X more texts than they make and receive calls. (Infomate)
  • 70% of consumers choose ‘message us’ buttons over ‘call us’ buttons. (Washington Post)
  • In 2018, the four largest mobile messaging apps (WhatsApp, Facebook Messenger, WeChat, Viber) held 4.1 billion combined users, surpassing 3.4 billion users on the four largest social networks (Facebook, Twitter, Instagram, LinkedIn). (Adweek)
  • Companies using messaging see 2X improvement in customer effort. (Aberdeen Group)
  • 79% of customers are most loyal to brands that are easy to contact. (BT Group)
  • A single chat interaction can cost a company between 3-5 dollars per interaction, while messaging is less than $1. (McKinsey)
  • “Brands who are not capitalizing on messaging are missing out in the channel where people are not only sharing the most, but also where people are using their most authentic voice to communicate with their closest friends and family.” (Travis Montaque, Emogi)
  • 41% of millennials would be satisfied if they could use messaging or SMS to connect with companies and organizations. (Facebook)
  • 60% of companies think they’re providing a good mobile experience, but only 22% of consumers feel the same. (Qualtrics)
  • 18% of customers expect a response from a business’ social media within 24 hours. (Statista)
  • US adults use an average of 5.4 messaging platforms. (Forrester)
  • In 2016, instant messages and texts were the first things 35% of US consumers checked in the morning. (Deloitte)
  • More than half of consumers expect a response from customer service within an hour, even on weekends. (Edelman Digital)
  • “Brands don’t need to create new platforms, but rather be where their customers already are.” (Marek Wrobel, Havas Group)

With customer experience now the most important differentiator for businesses – according to Gartner, 89% of businesses now compete on the level of service they deliver – only those who provide standout interactions will keep customers coming back. To do this, you need to meet them where they are and provide convenient, effortless experiences while they’re there.

If you’re ready to add messaging to your CX lineup or improve your existing experience, we can help. We’ll show you how to deflect calls, tap into the most popular messaging platforms, including Apple Business Chat, Google RCS, and Facebook Messenger, and stay ready for tomorrow with our open channel API. Book a personalized demo or contact us today, and let’s get started.

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