Summary
Messaging apps are transforming how people connect with businesses worldwide. By 2018, 78% of smartphone users message monthly, with 23% growth predicted by 2021. People prefer messaging for its convenience and speed, expecting faster responses than traditional channels.
Across four markets, 70% in Brazil, 66% in India, 54% in the UK, and 61% in the US expect quicker replies via messaging. Over half of respondents across 15 markets see business messaging as the modern way to communicate. Nearly 40% consider it offered by many businesses.
This trend creates opportunities for businesses of all sizes to meet consumers where they are—in their favorite messaging apps. Quick responses and personal connections build trust and streamline shopping experiences.
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