Global usage growth of messaging channels for contacting a business 2020

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.

在2020年，顾客为了与商家取得联系，社交媒体消息传递的流行度显著上升，相较于2019年，使用WhatsApp和Facebook Messenger等渠道的顾客数量增长了110%。短信和即时通讯的受欢迎程度在顾客中同比增长了75%，而在考察期间，需要与商家取得联系的顾客中，使用应用内消息传递的顾客比例增加了36%。