The new mobile messaging channels
Of all the newcomers, the channel that stands out is WhatsApp Business (known by 73% of respondents). Its popularity is obviously help by the fact that it is the customer service arm of WhatsApp. Therefore, the world’s most popular instant messaging app with 2 billion monthly users.
Behind the “star” of our survey the gap widens, with TTS at 34% and push notifications (31%) closing the podium.
SMSIf the relative anonymity of VMS (voice messaging system) is not surprising (27% of respondents said they were familiar with it), the fact that RCS is known by sms services only 12% of respondents is more surprising, given that this protocol is designat as the successor to , with 16 million mobile phones already compatible in France and 30 million by 2023.
Little-known channels, but seen in a very positive light
The novelty of these new channels does not diminish the willingness of professionals to integrate them into their marketing strategy. Nearly half of respondents believe that the new channels will improve customer loyalty. SMS Just as many believe that these new channels should be on par within the next 2 years and that it is now essential to develop an omnichannel strategy.
Likewise, although RCS is not hey will be sure to receive their purchases before well known among professionals, it is still highly appreciat by those who know about it or have receiv it. 90% of those who have receiv such messages are satisfi or extremely satisfi with the experience offer.
In essence, while new mobile messaging channels have moderate overall awareness. Therefore, they are highly valu by those who are aware of them.
It is true that their arrival in the crawler data middle of a pandemic has not help to make them known. Therefore, but the ne for interactivity in customer relations and the democratization of chatbots should allow these new channels. Therefore, RCS and WhatsApp Business in particular, to become essential in the years to come.