In 2020, using messaging channels available on official websites or mobile apps was still the preferred way for users to reach a business. However, 39% percent of customers aged between 25 and 39 years old were reported being more likely to use social media messaging apps like WhatsApp or Facebook Messenger for the same purpose. SMS and texting were reportedly more popular among customers aged 40 to 54 years old.
Leading messaging channels used to message a business by customers worldwide in 2020, by age group
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Leading messaging channels used to message a business by customers worldwide in 2020, by age group
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Zendesk. (March 4, 2021). Leading messaging channels used to message a business by customers worldwide in 2020, by age group [Graph]. In Statista. Retrieved April 28, 2025, from https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. "Leading messaging channels used to message a business by customers worldwide in 2020, by age group." Chart. March 4, 2021. Statista. Accessed April 28, 2025. https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. (2021). Leading messaging channels used to message a business by customers worldwide in 2020, by age group. Statista. Statista Inc.. Accessed: April 28, 2025. https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. "Leading Messaging Channels Used to Message a Business by Customers Worldwide in 2020, by Age Group." Statista, Statista Inc., 4 Mar 2021, https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk, Leading messaging channels used to message a business by customers worldwide in 2020, by age group Statista, https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/ (last visited April 28, 2025)
Leading messaging channels used to message a business by customers worldwide in 2020, by age group [Graph], Zendesk, March 4, 2021. [Online]. Available: https://www.statista.com/statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
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