Transport and logistics messaging trends 2024
By analyzing over 473 billion mobile channel interactions between businesses and their customers in in 2023 we have been able to identify the latest messaging trends shaping the transport and logistics industry.
Mobile channel growth continues
Driven by a trend towards a more conversational style of communication, mobile messaging in the transport and logistics increased by a significant 37% in 2023.
We are seeing businesses making themselves available throughout the shipping journey on the channels that their customers use. A person can now get shipping quotes, track shipments, and even schedule deliveries all within a single chat thread on their favorite app.
Transport and logistics channel trends
53%
increase in the use of AI chatbots
78%
increase in conversational support channels
29%
more conversational marketing interactions
The top channel combinations in the transport and logistics industry
SMS remains the linchpin channel for businesses using multiple channels to ensure that key messages are delivered, but businesses are making greater use of chat apps that are popular in each region.
24%
SMS + WhatsApp
18%
SMS + Voice
12%
SMS + Viber
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Healthcare messaging trends 2024
By analyzing the 473 billion mobile messaging interactions that took place on our platform in 2023 and reviewing the projects that we undertook in partnership with leading healthcare organizations, we have been able to track several notable trends.
Enhancing the work of healthcare professionals
Communicating with patients isn’t the same as dealing with customers of a commercial business.
Where personalized communication with customers will result in closer and more profitable relationships, for patients it can literally be a life saver.
Download this report to find out how healthcare providers are optimizing their patient communications to achieve better outcomes. By adopting the channels that people use and trust, and utilizing AI in a practical and ethical manner, patients get a personalized and immediate service that enhances their treatment plans.
Healthcare communication trends
65%
increase in WhatsApp messages for patient support
51%
increase in the use of Google Business Messages
4x
more email messages for marketing and promotional use cases
AI algorithms for virtual assistants and chatbots need to be developed and trained with ethical considerations in mind. They should be unbiased, inclusive, and avoid perpetuating stereotypes or discrimination, and it’s critical they are tested to operate in this manner before being used for patient engagement.
Ivan Ostojić
Chief Business Officer, Infobip
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Retail and eCommerce messaging trends 2024
Analyzing the 473 billion mobile messaging interactions that took place on our platform in 2023 shows how retail and eCommerce brands are now matching channels with use cases and blurring the line between marketing, sales, and service by supporting customers on their entire journey in a single channel.
The chat app eCommerce journey
In such a diverse and quickly evolving industry, agile and creative young brands can challenge established players by engaging with customers in fresh and dynamic ways. Some of the trends that we are seeing include:
- Using click-to-chat ads to start conversational interactions and front-load the sales funnel.
- Enabling end-to-end chat app customer journeys from discovery to purchase and beyond.
- Adopting virtual sales assistants to provide personalized support 24/7.
- Enhancing the last-mile delivery experience, for example in-app delivery tracking and even deliveries by drone.
Download our report to find out which channels are hot right now, and how to orchestrate an end-to-end in app customer journey.
Matching the ideal channel to every use case
45%
increase in WhatsApp messages for customer service
259%
increase in SMS messages for promotional and marketing use cases
42%
increase in AI-generated messages on Facebook
The rise and rise of RCS
Apple announced in November 2023 that it would start supporting RCS on its devices in 2024. However, we were already seeing a significant uptick in RCS traffic as retail and eCommerce brands led the way by extending their use of the channel. With its media sharing capability and suitability for conversational interactions, it is well suited to help retail businesses explore dynamic new ways of connecting with consumers.
Download the report to find out just how much the use of RCS has increased in the retail and eCommerce sector.
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Get the 2024 messaging trends report in PDF
Download the full Infobip Messaging Trends report, and learn more about how conversational experiences and omnichannel interactions are shaping the future of communication.
Transforming citizen engagement: A government chatbot playbook
Download our playbook and discover actionable strategies to boost citizen engagement with chatbots. Explore how to streamline processes, increase citizen satisfaction, and implement them successfully across various use cases for maximum impact.
AI-powered interactions for citizen engagement
Governments exist to serve the people. However, outdated systems and complex bureaucracy often hinder effective communication. Citizens, accustomed to the convenience of the private sector, demand the same responsiveness from their government.
AI-driven customer service offers a solution for truly citizen-focused interactions. Through transparent communication, they can improve satisfaction with faster access to information, streamline processes, and build trust.
This playbook explores how government agencies can leverage AI-powered chatbots to:
- Improve citizen satisfaction with faster, easier access to information and services
- Streamline government processes by automating repetitive tasks and inquiries
- Build trust and transparency through 24/7 communication and clear information
The playbook covers the following topics:
- The main challenges in government-citizen communication
- What are the pillars of conversational experiences for governments
- Compliance and regulations in communicating
- Conversational use cases
- How to build intelligent chatbots with a conversational experience platform
Download our playbook and gain valuable insights to unlock the full potential of conversational experiences.
CPaaS messaging trends 2023
Discover how the B2B communication landscape is evolving based on interactions that took place on our platform.*
*2021 vs 2022
More channels means more opportunity
Consumer habits are evolving at a rapid pace with recent advancements in technology.
Brands can no longer expect consumers to seek them out in person or online. People now expect brands to find them on the digital channels and virtual spaces where they spend their time. Getting the communication channel right and delivering a compelling and personalized experience is now the key to driving loyalty and retention.
But what is the ideal channel combination look like in each industry sector? Which channels are growing, and which are declining. Importantly, how can platform providers enable their customers to choose the right channel for every use case and every end customer. Download the report to find out.
Key B2B platform growth areas
6x
more RCS interactions in 2022
2x
more CPaaS traffic in 2022
20%+
of platforms adopted an omnichannel approach
In this report, we concentrate on B2B channel interactions where more than 20% of platforms across industries adopted an omnichannel approach in 2022.
Our analysis covers the most used channels and channel combinations across the primary industry sectors and their year-on-year growth.
Ivan Ostojić
Chief Business Officer, Infobip
Revolutionizing CX with the power of conversational commerce
Download our Infobrief “Revolutionizing customer experience through the power of conversational commerce”, written in collaboration with IDC. Explore the transformative potential of conversational commerce platforms and their impact on customer experience (CX) innovation.
The next era of customer experience innovation
In a rapidly changing world, customer experience has emerged as a key competitive differentiator. This Infobrief delves into the next era of CX innovation, where brands go beyond transactional-level experiences and focus on relationship-based interactions. By delivering customer value and aligning with trusted customer preferences, businesses can forge deeper connections and foster loyalty.
50%
of APAC businesses are set to adopt a customer data platform as the enterprise customer data service for real-time customer interactions by 2024
5%
is the expected increase in CX metrics and revenue post adopting a customer data platform
45%
of businesses in the APAC region will use use artificial intelligence to elevate contextual and novel experiences that improve sentiment metrics and upselling opportunities
The rising role of conversational commerce
Digital-native customers today have higher expectations than ever before. They seek greater value, memorable experiences, and control over how they engage with brands. Conversational commerce platforms with omnichannel communication capabilities play a pivotal role in meeting these demands. This Infobrief explores how businesses can leverage conversational commerce to deliver superior and contextualized customer experiences.
The Infobrief covers the following topics:
- Understanding conversational commerce: Learn about the concept of conversational commerce and its significance in the modern CX ecosystem. Discover how businesses can leverage conversational channels such as voice, text, video, instant messaging, and social media to engage customers in real-time.
- Powering conversational experiences with CPaaS: Communication Platform as a Service (CPaaS) is the foundational building block of conversational commerce. Discover how CPaaS enables businesses to embed real-time communication features into their applications using developer-friendly APIs. Explore how CPaaS empowers organizations to deliver personalized, omnichannel experiences that meet the demands of today’s customers.
- Getting started with conversational commerce: This Infobrief provides guidance on how businesses can embark on their journey towards customer-centric business resilience. Learn practical steps and best practices to implement conversational commerce successfully and align it with your overall CX strategy.
Download our Infobrief and gain valuable insights that will help you unlock the full potential of conversational commerce for your business. Don’t miss this opportunity to stay ahead in the evolving landscape of customer experience.
Learn how our platform elevates conversational commerce experiences
Segari: 90% reduction in response time with fast and contextualized support
Find out how Infobip helped Segari reduce support response rates and increase customer satisfaction with a digital communication approach.
Petpetgo: Doubled purchase frequency with an omnichannel customer engagement solution
Find out how this e-commerce pet supplies store increased purchase frequency and reduced advertising spend with an omnichannel customer engagement solution.
Beam&Go: Cuts costs by 30% with unified omnichannel customer communication
Discover how we helped South East Asia’s leading payment and digital marketplace unify their omnichannel customer communication.
The WhatsApp Business Platform A-Z guide
Learn everything businesses need to know about making WhatsApp Business Platform a part of their omnichannel strategy.
Engage more customers
WhatsApp is used by more than 2 billion people worldwide to send more than 100 billion messages, daily. And this number is set to rise with WhatsApp seeing more than 283.5 million downloads throughout 2022. With an open rate of 98%, it’s no wonder that more than 5 million businesses already use WhatsApp Business Platform to engage with their customers.
98%
open rate for WhatsApp messages
Create highly personalized interactions at scale
WhatsApp Business Platform was designed to help small, medium and large enterprises create personalized interactions with their customers at scale. This WhatsApp Business Platform A-Z guide walks you through how to achieve this – from awareness to conversion to support.
Learn about opt-ins and how to collect them to stay compliant
Opt-ins allow you to connect with your customers to guide them through their customer journeys and beyond.
Learn more about opt-ins and how to collect consent from your customers to create rich customer journeys.
Start conversations with your customers
Attract customers and get the conversation started by leveraging various organic and paid entry points.
We share helpful tips and some best practices to turn your WhatsApp Business Platform into a real conversation starter.
Discover use cases for every industry
Uncover new use cases relevant to your industry and enhance customer experiences for improved customer lifetime value. In this guide, you will discover use cases for retail, finance and on-demand.
Automate personalized interactions at scale with chatbots
Discover how you can use WhatsApp Business Platform together with chatbots to create personalized conversational customer experiences at scale.
In this guide we share examples and best practices for designing and deploying WhatsApp chatbots, as well as various message types to maximize engagement.
Learn from the leaders
See how industry leaders have leveraged WhatsApp Business Platform to optimize their business and achieve growth across their organizations.
Securing mobile communications in a digital world
Deep dive into our telco fraud and security infobrief by IDC and Infobip. Discover the role of SMS in an omnichannel communication strategy, emerging threats to the mobile ecosystem, and what stakeholders need to do to prevent A2P messaging fraud.
People’s need to be ‘always on’ is driving CPaaS adoption
With the number of mobile online users worldwide growing from 4.8 billion in 2022 to a projected 6.1 billion by 2026 there is a trend for businesses to adopt CPaaS in order to make their business communication omnichannel, interactive, and engaging for an ever more demanding market.
35%
of businesses polled already use CPaaS.
47%
of businesses intend to adopt CPaaS within the next two years.
9%
plan to adopt CPaaS on a longer timescale.
However, security threats are on the rise
With increased mobile usage (including SMS/MMS messaging) and ever-increasing online traffic, there is an accelerated increase in security threats. Increasingly, significant data breaches are taking place at many firms across the globe. Attackers can target data in companies’ processing, storage, and other systems via the network directly or via users that are not aware of the malware they are about to import and which allows attackers to gain access to all business data.
MNOs need to act to secure mobile messaging channels as breaches can negatively impact enterprise customers and end consumers. Keeping SMS secure is a key requirement as it is the most widely adopted communications channel.
Securing SMS can become a strategic differentiator for MNOs and enterprises
Download our infobrief
Discover the role of mobile network operators, enterprises, and CPaaS providers in securing the A2P messaging ecosystem from fraud, thereby securing the end-customer.
Driving financial inclusion: exploring the BFSI landscape in Africa
Everything you need to know about Africa’s banking, finance and insurance space. Discover how communications technology can help drive financial inclusion with our comprehensive eBook.
Everything you need to know about Africa’s banking, finance and insurance sector
Discover how Africa’s BFSI industry is driving financial inclusion with communications technology in this comprehensive eBook. With a population of 1.460 billion, Africa is the world’s second-most populous continent, boasting the lowest median age at 19.7 years old.
And while more than 50% of people on the continent are still unbanked, the industry’s rapid growth is indicative of the abundant opportunities in the sector.
267%
is the growth of BFSI sector between 2012 to 2022
The development of the BFSI sector and its services is imperative to a better future for all. It is so important it has been identified as the enabler for seven of the 17 UN Sustainable Development Goals.
Africa BFSI sector in numbers
57.4%
of the population aged 15 and above does not own a banking or mobile money
1.5%
Africa’s portion of the total global volume of non-life insurance premiums
Why does investment in BFSI communications technology matter
$150 billion
The value of financial services addressable by Fintech and formal banking.
$230 billion
Estimated financial services revenue by 2025.
What you’ll learn from this eBook
- Overview of the BFSI sector in South Africa, Kenya, Nigeria and Morocco
- Cloud, CX and security solutions to drive financial inclusion
- Digital transformation tips for traditional banks
- Trends around financial security and authentication