Chat apps are fast becoming crucial communication channels for consumers given an 80% spike in WhatsApp usage and a 62% increase in rich communication services interactions (RCS) the first half of this year compared to a year ago.
The data, from cloud communications platform Infobip, reveals consumers want conversational experiences. Infobip analyzed more than 153 billion communications interactions on its platform from the first half of 2022 compared to the first half of 2021, according to a press release on the data.
The analysis reveals several trends in customer communications. The first is customer communications are more digital than ever, with a 68% increase in interactions across all digital channels. Second, some 99% of customer support and chatbot interactions are now on WhatsApp.
Additional data findings include:
- 134% more WhatsApp interactions in banking and finance.
- 104% more WhatsApp interactions and 155% more email interactions in retail and e-commerce.
- 1,063% more RCS interactions in telecoms.
- 428% more Messenger interactions in transport and logistics.
“Our data reveals how conversational customer experiences are quickly becoming the new normal. Customers don’t want a one-way interaction with a brand. They want a conversation — whether for support, sales or marketing,” Ivan Ostojić, chief business officer at Infobip, said in the release.