Consumers want to communicate with brands via messaging apps

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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.

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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.”

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ABOUT THE AUTHOR

Kristina Knight-1
Kristina Knight, Journalist , BA
Content Writer & Editor
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Kristina Knight is a freelance writer with more than 15 years of experience writing on varied topics. Kristina’s focus for the past 10 years has been the small business, online marketing, and banking sectors, however, she keeps things interesting by writing about her experiences as an adoptive mom, parenting, and education issues. Kristina’s work has appeared with BizReport.com, NBC News, Soaps.com, DisasterNewsNetwork, and many more publications.