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BizReport : Ecommerce archives : September 13, 2016

Consumers want to communicate with brands via messaging apps

Two-thirds of consumers prefer to communicate with brands via messaging apps but, according to cloud communications platform firm Twilio's latest research, the majority of brands do not currently have the infrastructure in place to cater for this preference.

by Helen Leggatt

Twilio commissioned market research firm Vanson Bourne to survey 6,000 consumers across North America, Europe and Asia about how they want to use technology to communicate with brands.

Globally, 85% of people want to be able to not only receive a message from a business but also answer a message from a business. In South Korea, India, Singapore and the U.S., messaging is the preferred customer service channel.


Globally, 66% said they now prefer to use native messaging apps to contact, or be contacted by, brands, ahead of text messages (47%), Facebook Messenger (21%), Whatsapp (18%), LINE (6%) and Snapchat (2%).

Manav Khurana, VP of product marketing at Twilio, says this latest research reveals a growing divide between consumer expectations and brands' capabilities.

"Consumers message more than they call, email or even post on social media but businesses are still trying to reach them via the channels they no longer use," said Khurana. "To keep up with consumers, brands must adopt messaging as a channel and begin communicating with customers in the same way people communicate with each other."

Tags: apps, brand marketing, ecommerce, messaging, research

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