TL;DR
A Twilio study found that most consumers prefer to interact with businesses through messaging rather than face-to-face interaction. The top three channels for messaging were native text messages, Facebook Messenger, and Whatsapp.
Many businesses do not have this capability just yet and have been slow to catch up to consumers’ preference of messaging over face-to-face interaction.
Internationally, the top three channels that users preferred for messaging were native text messages (47 percent), Facebook Messenger (21 percent), and Whatsapp (18 percent). It is worth noting that the messaging market is fragmented due to each country using different apps to interact with businesses.
Another fascinating finding in the Twilio survey revealed that 85 percent of consumers would like to be able to not only receive messages from businesses, but also be able to answer them using the same messaging.
In this story
This story was originally published in 1851 Franchise on September 12, 2016. Burnaze summarizes and links to the original reporting.
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