In 2020, social messaging became increasingly popular among customers to reach a business, with 110 percent more customers compared to 2019 reportedly using channels like WhatsApp and Facebook Messenger for this purpose. SMS and texting experienced a 75 percent year-over-year increase in popularity among customers, while in-app messaging was used by 36 percent more of customers in need to contact a business in the examined period.
Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth
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Zendesk. (March 4, 2021). Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth [Graph]. In Statista. Retrieved November 07, 2024, from https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. "Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth." Chart. March 4, 2021. Statista. Accessed November 07, 2024. https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. (2021). Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth. Statista. Statista Inc.. Accessed: November 07, 2024. https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. "Leading Messaging Channels Used by Customers Worldwide to Contact Businesses in 2020, by Year-over Year Usage Growth." Statista, Statista Inc., 4 Mar 2021, https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk, Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth Statista, https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/ (last visited November 07, 2024)
Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth [Graph], Zendesk, March 4, 2021. [Online]. Available: https://www.statista.com/statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
