Messaging trends 2023
Discover the current trends in business communication based on interactions that took place on our platform.*
*2021 vs 2022
The era of conversational everything
Consumer habits have evolved at a rapid pace – and continue to evolve as we experience further advancements in technology.
The days of consumers finding brands in-person or online are over. Now, they expect brands to find them in the spaces they prefer. Communication channels, automation, and personalization all play important roles in building experiences that drive loyalty and retention.
We’ve entered the era of conversational everything – whether for marketing, support, or sales, customers want a conversation with a brand on the channels they already use. For customers, the benefits are clear. They get richer, more convenient, and more personalized experiences. Meanwhile, businesses and brands benefit from customer loyalty and ultimately stronger sales.
The business messaging landscape
Whether you want to reach your target audience with
personalized campaigns, use digital channels as your new
sales channel, or maintain customer loyalty with cost-effective
solutions – there’s a channel that best suits the ways you want
to connect with customers
increase in Voice interactions for customer engagement
increase in chatbot interactions on Google’s Business Messages
increase in Apple Messages for Business customer support interactions
Omnichannel leads to conversational adoption
of companies use more than one channel to communicate with customers
use SMS + WhatsApp
use Email + SMS
Percentage of companies that have adopted more than one channel on our platform
Banking and finance
Retail and eCommerce
Transportation and logistics
Customer communication on a global scale
Still, there is no one-size-fits-all approach to the right omnichannel strategy. Different channels are popular in different countries and regions. But although we’ve grown accustomed to this, we’ve recently seen high growth for specific channels in countries we wouldn’t normally expect.
An approach for B2B platforms
more RCS interactions in 2022
more CPaaS traffic in 2022
of platforms adopted an omnichannel approach
Platforms looking to gain a competitive advantage have been searching for ways to expand their core offerings – wanting to grow and move to new markets to meet client demand. Whether a platform is enabling businesses to help customers market, shop, or bank, businesses need to communicate with customers in an equally efficient way.