News
Mobile messaging taking deeper root among consumers
December 16, 2019
Consumers are 35 times more likely to open a mobile message than an email from retailers, yet businesses have been slow to provide a mobile communication channel. That’s the prime finding of a Sinch global study that reveals an "opportunity gap" between how consumers are using messaging and how they would like to use it, according to a press release on the study.
The Sinch Mobile Consumer Engagement 2020 report stated 62% of consumers would like to confirm service appointments via messaging, though just 41% do so today. Seventy percent want banks to message them about suspicious activity in their accounts, yet only 35% receive those today.
"CX leaders understand that even with access to dozens of channels to reach customers, they must use restraint and find the right touchpoints for each individual," said Jonathan Bean, CMO at Sinch, a messaging, voice and video provider, in the release. "For many, mobile messaging is still a new ecosystem, but the research shows consumers are open and willing to engage with businesses through mobile messaging, so long as businesses provide high-value information that’s personalized."
Additional findings include:
- 40% of consumers say they have at least 50 unread emails in their inbox, but just 4% say the same about mobile messages.
- 80% of consumers say they’ll only download an app from a company they know and trust, and 72% are concerned apps are tracking their movements.
