Share of customers using selected messaging channels to reach a business 2020, by age

In 2020, using messaging channels available on official websites or mobile apps was still the preferred way for users to reach a business. However, 39% percent of customers aged between 25 and 39 years old were reported being more likely to use social media messaging apps like WhatsApp or Facebook Messenger for the same purpose. SMS and texting were reportedly more popular among customers aged 40 to 54 years old.

在2020年，利用官方网站或移动应用提供的通讯渠道仍然是用户与企业沟通的首选方式。然而，据报告，39%的25至39岁年龄段的消费者更倾向于使用WhatsApp或Facebook Messenger等社交媒体即时通讯应用进行此类沟通。而对于40至54岁年龄段的消费者来说，短信和文本信息则更为流行。