Consumer Behavior
Millennials all about the chat when shopping
June 15, 2021
A hefty number, 82%, of U.S. millennials want to buy things via chat apps and 88% are already busy using the technology to communicate with brands.
Those are prime findings from Clickatell's second annual Chat Commerce Trends Report.
The report, which polled more than 1,000 U.S. millennials, was conducted by Dimensional Research for the mobile communications and chat commerce vendor, according to a press release.
The report also noted why millennials are embracing the technology:
- 48% can save time and easily get a quick response.
- 43% can respond to a chat when it is convenient for them.
- 41% can keep all conversations in the same place.
- 38% can use an app that they are already using on a regular basis.
- 36% want their conversations in one place so any agent can pick up with all history immediately there.
- 34% don't need to install other apps.
- 25% want businesses to easily verify their identity or personal information.
- 24% want businesses to send offers that are specific to them or their account.
- 19% don't want to speak to a live person.
Well more than half of millennials, 71%, are using chat apps daily with top platforms including Facebook Messenger, Apple iMessage, WhatsApp, Snapchat and Instagram.
"Younger consumers have widely moved to chat and are ready to do business on chat," Pieter de Villiers, CEO and co-founder of Clickatell, said in the release. "This research shows they value the convenience and speed of doing business via their favorite chat apps. Businesses will gain a competitive edge by meeting this increasingly influential group of consumers where they are, which is on chat."
Additional findings include:
- 89% of millennials want to do business in chat.
- 54% of millennials have received a message through a chat app about an order pickup, delivery or package arrival.
- 38% have received a link via chat to make a payment.
- 41% have used a link via chat to book or confirm an order, appointment or a reservation.
