Messaging trends 2023

Discover the current trends in business communication based on interactions that took place on our platform.*

*2021 vs 2022

Consumer habits have evolved at a rapid pace – and continue to evolve as we experience further advancements in technology.  

The days of consumers finding brands in-person or online are over. Now, they expect brands to find them in the spaces they prefer. Communication channels, automation, and personalization all play important roles in building experiences that drive loyalty and retention.  

We’ve entered the era of conversational everything – whether for marketing, support, or sales, customers want a conversation with a brand on the channels they already use. For customers, the benefits are clear. They get richer, more convenient, and more personalized experiences. Meanwhile, businesses and brands benefit from customer loyalty and ultimately stronger sales. 

Whether you want to reach your target audience with
personalized campaigns, use digital channels as your new
sales channel, or maintain customer loyalty with cost-effective
solutions – there’s a channel that best suits the ways you want
to connect with customers

Percentage of companies that have adopted more than one channel on our platform 

Still, there is no one-size-fits-all approach to the right omnichannel strategy. Different channels are popular in different countries and regions. But although we’ve grown accustomed to this, we’ve recently seen high growth for specific channels in countries we wouldn’t normally expect.

Platforms looking to gain a competitive advantage have been searching for ways to expand their core offerings – wanting to grow and move to new markets to meet client demand. Whether a platform is enabling businesses to help customers market, shop, or bank, businesses need to communicate with customers in an equally efficient way.