Public Relations & Social Marketing Insight

Consumers are increasingly turning towards messaging, such as SMS and chat apps like Facebook Messenger and WhatsApp to engage with retailers, a global study has found.

Research from global trade body Mobile Ecosystem Forum (MEF) supported by Mblox says that 76% of consumers have received communications from businesses such as retailers, banks and healthcare providers via SMS and that 65% have engaged with companies via chat apps.

The study, part of MEF’s Future of Messaging Programme, indexes the messaging habits of nearly 6000 respondents across nine countries worldwide.  The financial services sector is the most active in enterprise messaging, with 33% of respondents having received an SMS for activities such as account activation and balance checking. 22% have done so via a chat app.

Retailers and eCommerce (websites and email service providers) are also using messaging to engage their consumers with 24% using SMS and 17% using chat apps. 23% of consumers have received a notification for delivery of goods via SMS and 16% via a chat app.  The rise in demand for convenience with services like click-and-collect and last-mile notification is helping to drive this sector....