There is no denying the power that mobile messaging has in today’s marketplace. It has been the fastest adoption of a communication technology ever and it is the tool through which your business can provide fast and efficient customer service.
Instantaneous communication has become the norm in people’s daily lives, and consumers expect no less in their customer service exchanges.
As mobile messaging continues to grow rapidly among consumers, it is especially relevant for your business to take advantage of this powerful method of communication to connect with customers and drive loyalty among them.
If you’re still skeptical about mobile messaging playing a leading role in customer communication, here are six data points that illustrate its popularity and highlight its potential impact on your business:
1. 14.7 trillion mobile messages were sent in 2012. In 2017, that number is estimated to grow to 28.2 trillion.
The trend of mobile messaging is by no means slowing down. With this impressive increase over the last five years, it won’t be long before mobile messaging is the dominant form of communication. Largely due to impressive open rates, mobile messaging has become what consumers rely on and respond best to in terms of communication.
This growth rate represents a huge opportunity for your business. Afterall, if your customers are using mobile messaging, shouldn’t you?
2. The open rate of mobile messages is 98% versus 22% for email.
This evolution of communication technology has led to users giving up, or at the least becoming less reliant, on previous methods, such as email. Because mobile phones dominate most digital activity, email has lost its charm.
People have multiple email addresses, inboxes are typically cluttered and the technology is simply not designed for mobile devices. Emails were contextually built for desktops and have adapted their platform to conform to mobile devices. On the other hand, mobile messaging is native to – you guessed it – mobile, thus it offers a more reactive platform for users.
3. In a list of the top ten apps most used globally, at least six of them are messaging apps.
Most of these top ten apps serve the primary function of mobile messaging. Others on this list have incorporated mobile messaging into their service despite it not being their main feature.
Snapchat and Instagram are two examples of apps aimed to connect people through pictures that have integrated a form of direct messaging into their respective services.
As mobile messaging continues to grow in the peer-to-peer app market, businesses must evaluate how they can adopt this tool and integrate it into their customer service strategy to satisfy consumer wants.
4. 75% of internet users worldwide have accessed mobile messaging services.
The power and accessibility of mobile messaging is not only relevant among users in the U.S., but also worldwide, making it a global phenomenon. The ability to have instant and direct communication with your customers regardless of their location enables you to provide more efficient service, expand your customer base, and grow your business.
This on-demand customer service gives users the chance to get what they want, when they want it, regardless of where they are. Because there is this constant connection with mobile messaging, companies are not limited to their own business hours or different time zones. Mobile messaging not only facilitates this sort of exchange by providing 24/7 communication, but with many translation opportunities, it also breaks down language barriers that might arise from other communication methods.
5. The average retention rate of messaging apps is approximately double the rate of all other mobile apps.
Mobile messaging apps have a retention rate of over 60% within the first year of usage, according to Statista. Users thus value these apps’ functions and continue using them even as they’re downloading new apps. This reconfirms the popularity of mobile messaging as a communication tool and provides a unique opportunity for you to connect with your customers through their preferred method.
6. 75% of total mobile messaging is done through instant messaging apps, whereas only 25% is done through SMS or MMS.
While traditional SMS (text messaging) is dependent on a specific phone plan, mobile messaging apps operate through internet access, increasing its accessibility. This is especially beneficial for users when they go abroad and reinforces the international appeal of mobile messaging.
The popularity of mobile messaging versus SMS is ultimately tied to this low cost and easy accessibility. Although texting paved the way to mobile messaging, it nevertheless presents certain limitations that mobile messaging offers. By connecting through an instant messaging platform, businesses can reduce their costs while engaging in more efficient communication.
The success of your business is ultimately driven by user satisfaction. Consumers’ happiness relies not only on fast and efficient exchange, but also on the assurance that their needs are being met in a more personal way. Mobile messaging is the optimal vehicle to meet your customers’ needs, ensure their satisfaction and your success now and into the future.