Business Instant Messaging Statistics 2024 – Everything You Need to Know

• Workplace communication statistics show that 86% of employees and executives cite the lack of effective collaboration and communication as the main causes for workplace failures. ^[0]
• Another research by Salesforce that included not only employees, but corporate executives and educators as well, shows that 86% of them believe ineffective communication is the underlying reason for workplace failures. ^[0]

Business Instant Messaging Adoption Statistics

• This is probably why two of the biggest drivers of instant messaging adoption are efficiency (22%) and team collaboration (14%). ^[11]

Business Instant Messaging Latest Statistics

• WhatsApp, the popular instant messaging app owned by Meta, is now delivering roughly 100 billion messages a day, according to the latest data delivered by the company’s chief executive Mark Zuckerberg. ^[1]
• Datareportal WhatsApp has the biggest fan base among internet users around the world aged 16 to 64 years old, with 15.7 percent of users picking WhatsApp as their favorite social media app. ^[1]
• WhatsApp and the Messenger by Meta are growing about twice as fast as Facebook, the original platform. ^[1]
• Number of social media users grows 8.7% With 57.6 million social media users, the number grows by 8.7 percent or 4.6 million additional users compared to 2021. ^[1]
• That said, 99.4 percent of the population older than 13 years is using social media in the UK. ^[1]
• Datareportal WhatsApp is the most used social media platform in the UK with 74.8 percent of internet users aged 16 to 64. ^[1]
• Facebook Messenger comes in third with 58.5 percent before Instagram and Twitter. ^[1]
• Compared to August 2020, the percentage of people older than 55 years old using Messenger by Meta grew noticeably from 12.2 percent to 13.4 percent for the age group 55 to 64 and from 9.9 percent to 10.9 percent for the age group of people older than 65. ^[1]
• When focusing only on messaging apps, the Messenger by Meta stands out, with 82 percent of users reporting to use the messenger regularly. ^[1]
• The survey shows that 41 percent of Messenger by Meta users tend to only buy new tech when it has already proven successful. ^[1]
• Also, the US is fifth in growth of user numbers with 10 percent user increase. ^[1]
• As seen in the depiction of most used social media platforms above, iMessage is still used by over 40 percent of internet users in the US, aged 16 to 64. ^[1]
• The use of social media grew by 4.2 percent, with 19 million additional users yearto year and the time spent there increased by 7.6 percent. ^[1]
• 55.9 percent of the daily internet time – which is an astonishing seven hours and 19 minutes per day – is spent on cell phones. ^[1]
• WhatsApp is first among the most used social media platforms in India with 81.2 percent of internet users aged 16 to 64. ^[1]
• With 91 percent, WhatsApp is overwhelmingly the most. ^[1]
• Messenger by Meta is used by 59 percent, and Telegram ranks as the third most used messenger with 42 percent of users accessing it. ^[1]
• 97 percent of all smartphone users in India use mobile apps for daily communication. ^[1]
• For 96 percent of them, WhatsApp is their first choice. ^[1]
• In contrast, Messenger by Meta has 20 percent less users in direct comparison with WhatsApp. ^[1]
• As a result, the study concluded, that 51 percent of users are interested in new and innovative products. ^[1]
• With 81 percent using them on a daily basis, messaging apps are the most used digital communication tools in Singapore for people 18 and older. ^[1]
• With 340,000 additional social media users compared to last year, Singapore’s total number of social media users increased by 6.9 percent to 5.3 million users. ^[1]
• The daily time people spend on social media also increased by 14 minutes, which is 10.2 percent more than last year. ^[1]
• Datareportal WhatsApp is the number one social media platform in Singapore in 2024, with 83.7 percent of internet users between 16 and 64 years old using the app. ^[1]
• Messenger by Meta is in fifth place with 46.6 percent, which shows a clear preference for the green messaging app. ^[1]
• Compared to 2021, the social media use in China grew by five percent. ^[1]
• The percentage of internet user compared to the total population is around 68 percent in South Africa, with a steady yearly growth. ^[1]
• The percentage of active social media users, which is around 50 percent of the total population, is growing rapidly, with a twelve percent increase in this year alone. ^[1]
• In a survey on the regular use of social media, 91 percent of respondents said they used messenger services such as WhatsApp on a daily basis. ^[1]
• Social network platforms such as Facebook, on the other hand, were used by 81 percent of respondents. ^[1]
• With 95.4 percent of internet users aged 16 64 using WhatsApp, it is the most popular social media platform in South Africa. ^[1]
• Messenger by Meta is ranked fourth with 65.5 percent of users, and Telegram is the ninth most used messaging platform, with 41.8 percent. ^[1]
• With 36.8 percent of South Africans using WhatsApp, the Meta messenger is clearly the most popular social media platform in the country in 2024. ^[1]
• 60% of the population in all Latin American countries actively uses the green messenger app, with Facebook Messenger, YouTube, and Instagram all ranking far behind WhatsApp. ^[1]
• In Latin America, the number of monthly active social network users has been steadily increasing from 2014 until 2018, and according to Statista estimates, this trend is likely to continue. ^[1]
• That’s a 14.3 percent yearon. ^[1]
• According to a recent Statista survey from December 2021, instant messaging apps such as WhatsApp, the Messenger by Meta, and Telegram are the most used social media channels in Brazil with 90 percent of people using them regularly. ^[1]
• Moreover, 35.4 percent of internet users aged 16 to 64 stated, that WhatsApp is their favorite social media platform. ^[1]
• 56 percent of all Brazilians actively use WhatsApp for communication and information. ^[1]
• 98 percent of all smartphone users in Brazil are on WhatsApp. ^[1]
• 86 percent of all smartphone users who have downloaded the app use it daily and are actively engaged throughout the entire day. ^[1]
• Both, men and women in Brazil use social networks , and throughout all age groups. ^[1]
• However, with a distribution of over 70 percent, the reach is greatest among the age group of 15 to 44 year old Brazilians. ^[1]
• With 94.3 percent of internet users between 16 and 64 years, WhatsApp is the most used social media platform and messaging platform in Mexico in 2024. ^[1]
• Telegram ranks third with 39.9 percent of people using it every month. ^[1]
• Where only 18 percent use the messenger app as a source for news between the ages of 18 and 24, in the age group of 55 years and older, more than half of users use it for forwarding information. ^[1]
• Social media users grow 10% and spend more time. ^[1]
• The Digital 2024 report for Germany shows that the number of social media users in Germany grew by 10 percent yearon. ^[1]
• Also, their time spent on social media increased by 6 percent, and is now one hour and 29 minutes per day. ^[1]
• The Digital 2024 report for Germany shows that WhatsApp is the mostused social media platform, with 83.6% of 16 64 year olds using the platform monthly. ^[1]
• In 2024, WhatsApp is still the dominating messaging app in Germany, with 87 percent of all instant messenger users being on the app regularly. ^[1]
• From a total daily internet use time of five hours and 22 minutes, mobile phones make up 41.8 percent of the total with two hours and 14 minutes. ^[1]
• Datareportal 33.8 percent of Austrian internet users between 16 and 64 years state that WhatsApp is their favorite social media app. ^[1]
• With 81.6 percent of internet users aged between 16 and 64 years, WhatsApp leads all social media platforms in Austria. ^[1]
• Telegram come in third, with 20.8 percent of Austrians using the messaging service. ^[1]
• According to Statista, messenger apps are the most frequently used social media platforms in Austria in 2024. ^[1]
• According to the most recent Youth Internet Monitor published in Austria, 98 percent of Austrian teenagers use WhatsApp. ^[1]
• Social media users in Spain grow by 8.8%. ^[1]
• The number of social media users in Spain has grown by 8.8 percent to 40.7 million users in 2024. ^[1]
• A survey by Statista from early 2021 shows that 43 percent of Spanish users consume news through messaging apps. ^[1]
• With 91 percent of internet users aged 16 to 64, WhatsApp is the most used social media platform in Spain. ^[1]
• Regarding messaging platforms, the Messenger by Meta ranks second with 38.6 percent of people using it every month, closely followed by Telegram with 38.3 percent. ^[1]
• Datareportal 39.7 percent of internet users in the same age group state that their favorite social media app ist WhatsApp, making it the most popular platform in Spain. ^[1]
• Now reaching 43.2 million users, the number of people on social media grew in 2024 in Italy by 5.4 percent. ^[1]
• Similar to Spain, 39.7 percent of internet users between 16 and 64 years named WhatsApp as their favorite social media app. ^[1]
• Datareportal Similarly to Spain, WhatsApp is the most used social media platform in Italy, with 90.3 percent of Italians using it monthly. ^[1]
• Regarding instant messengers, again the Messenger by Meta is ranked second with 51.1 percent of people using it every month followed by Telegram. ^[1]
• 6% growth in number of social media users. ^[1]
• There was a six percent increase of yearon year social media users, bringing the total number of French on social media to 53.6 million users. ^[1]
• 59.5 percent of internet users aged 16 to 64 use the messenger from Meta, whereas only 55.7 percent use WhatsApp. ^[1]
• The third most popular messaging service is iMessage. ^[1]
• Facebook is the mostused social media app in Denmark, and with Facebook , the Messenger by Meta and Instagram , these three Meta platforms are overall the most used messaging apps in the country. ^[1]
• Meta’s WhatsApp, on the other hand, is only used by 22.7 percent of Danish people, and is therefore, in comparison, rather irrelevant. ^[1]
• It even ranks lower than iMessage with 32.9 percent of people using the Apple messenger every month. ^[1]
• With 18 more minutes per day, the daily time spent on social media increased in Denmark in 2024 by 17.8 percent. ^[1]
• Audience Project, 2020 Number of social media users increases in Finland in 2024 270,000 additional social media users in Finland mark a significant increase over the last year with 6.1 percent more users to a total of 4.73 million users. ^[1]
• According to Statista, the Finnish use instant messaging apps like WhatsApp even more than social networks. ^[1]
• In 2016, 68 percent of Finnish people said they used the service, and in 2020 already 84 percent said that they use the app. ^[1]
• The Messenger by Meta is the runner up messaging tool, with 65 percent of Swedes using it in 2021. ^[1]
• The number of social media users in Sweden went up in 2024 by almost one million users, which is 11.2 percent more compared to 2021. ^[1]
• Also, the daily time people spent on social media in Sweden increased by 13 percent. ^[1]
• Today, more than 41% of customers expect live chat on your website. ^[6]
• For customers that visit your website on a mobile device, this number is as high as 50%. ^[6]
• In fact, live chat is expected to continue to grow by as much as 87% in the next 12. ^[6]
• (In some industries, chat growth has increased by as much as 150%). ^[6]
• J.D. Power found that live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums. ^[6]
• Live chat has become the leading digital contact method for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media. ^[6]
• However, our own research found that only 9% of companies use live chat on their website. ^[6]
• According to CrazyEgg 38% of consumers are more likely to buy from a company if they offer live chat support. ^[6]
• For example Kayakoreported that 79% of businesses said that implementing live chat resulted inincreased customer loyalty, sales and revenue. ^[6]
• Goinflownoted that there wasa 3.84% increase in conversion rates, with a 6% overall lift in revenue. ^[6]
• Forresternoted that there wasa 10% increase in the average order. ^[6]
• The same study uncovered that live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. ^[6]
• Adding to this, a study by AMA found that live chat can be used effectively throughout the customer journey, including an improvement in Marketing awareness (+29%) Early stage sales development (+32%). ^[6]
• So, it’s not surprising that 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels. ^[6]
• In our study of 1,000 websites, we found that 21% of all live chat requests were ignored. ^[6]
• Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users. ^[6]
• Our own study found that only 55% of companies actually send a copy of the chat session by email. ^[6]
• Today, 45% of companies that use chat do not ask for feedback and have no way of knowing how well they serve their customers. ^[6]
• Excluding China, 69 percent of internet users use WhatsApp. ^[12]
• Only 39% of businesses use text messaging to communicate with consumers at present. ^[7]
• 39% of businesses are using text messaging, in some form, to communicate with customers. ^[7]
• In the US,over 77% of the entire population owns a smartphone. ^[7]
• The number is nearly the same when you count how many people already receive text messages from businesses about 76%. ^[7]
• What’s more, the rates of phone checking are only climbing, according to a 2019 report. ^[7]
• 84% of consumers have received texts from either a business or an organization. ^[7]
• Of these messages, the most common are appointment reminders (86%) and coupons/discounts (67%). ^[7]
• But only about 11% of total businesses are sending them out. ^[7]
• 75% of that age group wants text messages from businesses they enjoy. ^[7]
• Consumers are4.5x as likely to respond to texts. ^[7]
• Usage on these apps was three times as likely as on Facebook Messenger, six times over WhatsApp, and 11 times over Instagram. ^[7]
• In fact, In the United States, 91% of us have mobile devices somewhere nearby, every hour of the day. ^[7]
• 54% of survey respondentsadmitted to frustrations when they couldn’t connect with a business through mobile phone texting. ^[7]
• Consumers are 134% more likelyto respond to texts than emails. ^[7]
• What’s more, 74% of smartphone usersleave zero text messages unread. ^[7]
• 83% of consumers are happy receiving appointment remindersin their text inbox. ^[7]
• However, only 20% of businesses use texting for these specific business purposes. ^[7]
• 83% of consumers are happy receiving appointment reminders When customers are faced with appointment reminders and scheduling confirmations, the majority would rather do it through text than through phone calls,at a rate of 67%. ^[7]
• Customers also like the ability to opt out.18% prefer an easy way to opt outand rate it as the most important aspect of engaging with SMS for business purposes. ^[7]
• The average person reads almost all of their texts,with a nearly 100% “read” rate. ^[7]
• When a customer can’t text a business,54% report significant frustration. ^[7]
• Business coupons delivered via SMSare about 10 times as likely to be redeemedas other coupon types. ^[7]
• The number of monthly texts sent has increased by more than 7,700% over the last decade. ^[8]
• 89% of people always have their smartphone easily accessible. ^[8]
• 97% of Americans, in particular, text at least once a day. ^[8]
• 82% of consumers keep SMS notifications [native, iMessage and Android] switched on. ^[8]
• Over 68% of consumers said they text more than they talk on their smartphones. ^[8]
• 82% of text messages are read within 5 minutes, but consumers only open 1 in 4 emails they receive. ^[8]
• 55% of consumers prefer SMS for appointment reminders vs 35% of consumers who prefer email for those notifications. ^[8]
• 51% of consumers prefer SMS for prescription refills vs 36% of consumers who prefer email for those notifications. ^[8]
• 53% of consumers prefer SMS for service outage notifications vs 34% of consumers who prefer email for those notifications. ^[8]
• Smartphone users spend 22% of their time on their phone texting but only 10% of their time using email. ^[8]
• 68% of Americans between the ages of 18 and 29 said they had sent or received text messages “a lot” the day before. ^[8]
• 47% of Americans between the ages of 30 and 49 said they had sent or received text messages “a lot” the day before. ^[8]
• 83% of female consumers are likely to receive text messages with coupons or other special offers vs 68% of male consumers. ^[8]
• 77% of consumers who can text aged 18–34 are likely to perceive positively a company that offers text capability. ^[8]
• Over 83% of millennial consumers said they text more than they talk on their smartphones. ^[8]
• 86% of US consumers opt in to receive SMS notifications. ^[8]
• 82% of European consumers opt in to receive SMS notifications. ^[8]
• 77% of Asian consumers opt in to receive SMS notifications. ^[8]
• 82% is the open rate for text messages in the US. ^[8]
• 33% of British respondents received a text from a healthcare provider during the period Q1 2015–Q2 2016 compared to 15% of global respondents. ^[8]
• 58% of French mobile users, 40% of British mobile users and 35% of US mobile users trust SMS to communicate with companies. ^[8]
• Those numbers are higher than the global average of 35%. ^[8]
• 47% of consumers prefer native SMS to message businesses compared to 34% of consumers who prefer native SMS to message family and friends. ^[8]
• 78% of US consumers say receiving a text message is the fastest way to reach them for important service updates and purchases. ^[8]
• 80% of US consumers said that providing basic information is the most important feature of service based messaging to positively impact satisfaction. ^[8]
• 76% of US consumers said that speed is the most important feature of service based messaging to positively impact satisfaction. ^[8]
• 58% of consumers indicated they would view a business more positively if they offered SMS capabilities. ^[8]
• 91% of users who opted in to receive texts from a brand see those messages as “somewhat” or “very useful”. ^[8]
• 50% of consumers said they opted in to a brand’s text messages to receive personal alerts. ^[8]
• 48% of consumers said they opted in to a brand’s text messages to be in the loop. ^[8]
• 31% of consumers said they opted in to a brand’s text messages so that they wouldn’t need to visit a physical location or website or app for information. ^[8]
• 52% of consumers said they didn’t opt in to a brand’s text messages because they found them disruptive. ^[8]
• 23% of consumers have received texts from companies they ordered something from. ^[8]
• 77% of consumers said they opted in to a brand’s text messages to receive coupons or deals. ^[8]
• 33% of consumers said they opted in to a brand’s text messages to gain access to more meaningful content. ^[8]
• 41% of consumers said they didn’t opt in to a brand’s text messages because the texts didn’t provide meaningful content. ^[8]
• 69% of US consumers appreciate getting texts or emails from healthcare providers. ^[8]
• 33% of people received or sent a text message from/to a bank over the period Q1. ^[8]
• 17% of people received or sent a text message from/to an educational institution over the period Q1. ^[8]
• 15% of people received or sent a text message from/to an employer over the period Q1. ^[8]
• 67% of US smartphone owners said they would like to receive service based messages from banks/financial institutions. ^[8]
• 64% of US smartphone owners said they would like to receive service based messages from retail stores. ^[8]
• 55% of US consumers said they would like to receive service based messages from travel companies and delivery/restaurant businesses. ^[8]
• All digital growth is now coming from mobile, which comprises 65% of time spent online. ^[8]
• In 2017, more than 70% of social referrals in the ShareThis network came from mobile phones, while another 10% came from tablets. ^[8]
• 22% of U.S. adults use Twitter, but the conversation is largely dominated by just a small portion of users 10% of users create 80% of tweets. ^[8]
• The half life of a tweet is about 24 minutes and gets 75% of its engagement in less than three hours. ^[8]
• 90% of text messages are read within 3 minutes. ^[8]
• 50% of U.S. consumers who receive branded text messages proceed to make a purchase. ^[8]
• 60% of consumers say they’d redeem a mobile coupon they received via text message within a week. ^[8]
• Two factor authentication messages , such as those from financial institutions for authorizing transactions, accounted for 20% of traffic, or nearly 300 billion messages in 2017 – a use case for text messaging that social media can’t provide. ^[8]
• Smartphone Use Report by Pew Research Center Survey by Gallup International Smartphone Mobility Report by Infomate GFK MRI Study according to the GFK Blog Your tweet half life is 1 billion times shorter than. ^[8]
• 90% of people read a text message within the first 3 minutes). ^[8]
• Marketing With 98 Percent Read Rate and 10 More Compelling Stats CodeBroker Mobile Coupon Survey Operators Target $26 Billion Business Messaging Market. ^[8]
• It’s fast, suitable for all types of business and rated ‘very effective’ by 65%… Read more. ^[8]
• And these apps show no signs of stopping, with WhatsApp and Messenger boasting a 30% yearover. ^[2]
• Messaging apps users statistics from the Business Insider Messaging Apps Report tell us that these apps now have 20% more active monthly users than social networks. ^[2]
• This is a 35% jump from 2016 and today,. ^[2]
• It will come as no surprise then that online messaging apps are going to have almost 20% more users three years from now. ^[2]
• According to Statista, the number of SMS messages sent in the United States peaked in 2011. ^[2]
• Statistics on messaging apps from 2017 indicate that more than a third (36%). ^[2]
• messaging app users have at least two apps installed 20% use two apps, while 16% use three or more. ^[2]
• According to Statista data from 2019, WhatsApp has 1.6 billion users, while Messenger has 1.3. ^[2]
• According to 2017 social messaging apps statistics gathered by the Wall Street Journal, if you own a smartphone, there is a 3 in 4 chance you’ll have one or more messaging apps installed on it. ^[2]
• According to their data, there were 260 million new conversations occurring per day in 2017. ^[2]
• According to data provided by Facebook there are currently 40 million active businesses on Messenger. ^[2]
• According to data provided by Facebook this year, over 20 billion messages are exchanged between individuals and businesses on Messenger every month. ^[2]
• According to Facebook’s own data, over 5 billion emojis were sent every day in 2017. ^[2]
• WhatsApp has a 73% penetration rate in Saudi Arabia. ^[2]
• Statista’s data on the most popular messaging apps by country tells us that WhatsApp has an impressive 73% user penetration rate in Saudi Arabia. ^[2]
• Following Saudi Arabia are Malaysia and Germany, with 68% and 65% penetration rates respectively. ^[2]
• According to App Annie’s 2018 State of Mobile report, WhatsApp took the lead from Facebook as the most popular and most. ^[2]
• App Annie’s data shows that while Facebook had a 20% year growth, WhatsApp increased by 35%. ^[2]
• According to WeChat statistics, it now has 1.1 billion monthly active users, making it the most popular instant messenger in China. ^[2]
• According to Statista, WeChat users are pretty evenly spread out among the 19to. ^[2]
• The group that is slightly more represented than others is the group of people aged between 25 and 30. ^[2]
• However, only 4.3% of users are older than 46. ^[2]
• China Internet Watch reports that almost 80% of the top 500 companies in China are registered as WeChat corporate users. ^[2]
• The WeChat Economic & Social Impact Report published by Tencent shows that WeChat amounted for 34% of its user data consumption. ^[2]
• Their data report from 2016 shows that over 90% of WeChat users use the app each day. ^[2]
• According to messaging apps stats, WhatsApp currently has 1.6 billion users. ^[2]
• WhatsApp boasts a 73% penetration rate in Saudi Arabia, followed by Malaysia (68%) and Germany (65%). ^[2]
• On the other hand, teams who communicate effectively may increase their productivity by as much as 25%. ^[0]
• According to a McKinsey report, wellconnected teams see a productivity increase of 20. ^[0]
• This increase affects task work — CMSWire reports that 97% of employees believe communication impacts their task efficacy on a daily basis. ^[0]
• Moreover, a report by Think Talent shows that employees working in organizations with effective communication plans — ones that manage to minimize the silo effect and centralize communication — are 3.5 times more likely to outperform their peers. ^[0]
• As showcased by Lexicon, a high percentage of more than 80% of Americans believe employee communication is crucial for developing trust with employers. ^[0]
• According to her, miscommunication can cost a company of 100 employees $420,000 per year. ^[0]
• According to David Grossman’s report, “The cost of poor communications” which included 400 large companies and 100,00 employees, the cost of communication barriers that arise in the workplace stands at $62.4 million per year, per company. ^[0]
• According to research, 28% of employees point at poor communication as the reason for breached deadlines. ^[0]
• One survey reported by the Harvard Business School shows 89% of employees serve on at least one global team. ^[0]
• Moreover, 62% have colleagues from three or more cultures. ^[0]
• According to Alexika, here are the 10 business languages of the world, based on the percentage of world Gross Domestic Product , and Gross Domestic Product in $US billions. ^[0]
• You’ll also find the number of people who speak these languages worldwide, according to Ethnologue Language GDP in $US Billions % of world GDP Number of worldwide speakers 1. ^[0]
• Official statistics show 78.1% of the US population speak English as their mother tongue. ^[0]
• Spanish with a share of over 72.06%; French with a share of 14.08%; German with a share of 4.43%; Latin with a share of 2.30%; Japanese with a share of 0.82%. ^[0]
• Spanish with a share of 50.2%; French with a share of 12.4%; American Sign Language 7.4%; German 5.7%; Japanese with a share of 4.9%. ^[0]
• Official statistics show 98% of the UK population speak English as their mother tongue. ^[0]
• When it comes to the languages spoken by the UK population aged 18 34 — the population of people likely to be engaged in work with a multicultural team — the top 5 include French; German; Spanish; Italian; Hindi. ^[0]
• However, the listed languages are each spoken only by less than 20% of the UK population. ^[0]
• According to a Statista report about finding reliable Covid 19 sources, 74% of people worldwide were worried there was a lot of false information circulating about the virus. ^[0]
• Moreover, 45% found it difficult to find reliable and trustworthy information about the virus and its effects. ^[0]
• Perceptyx reports that when employees were extremely content with communications about the company’s response to coronavirus, a whopping 96% of them trusted their employers put employee safety first. ^[0]
• However, when such communication was poor, only 30% believed this. ^[0]
• According to a Buffer’s State of Remote Work report from 2018. ^[0]
• Back then, 21% of respondents highlighted remote collaborating and/or communicating as a crucial remote work challenge. ^[0]
• A Statista report on the biggest struggles with working remotely, shows that 16% of people had difficulties with collaboration and communication in 2021. ^[0]
• , when 20% of people had the same difficulties. ^[0]
• In concrete numbers, this amounts to 65% of employees who’ve had communication training, compared to 52% of those who didn’t. ^[0]
• According to a Gartner snap poll focused on making remote work successful during the pandemic, 54% of HR leaders cite poor technology and/or remote work infrastructure as the primary barrier to effective remote work. ^[0]
• Forbes reports that the biggest such obstacle for 35% of people was weak Internet. ^[0]
• Despite the occasional Internet issues, the previously mentioned Workplace Insight study has found that 85% of employers believe their employees have the technology, tools, and resources they need for productive remote work during an extended period. ^[0]
• Out of 2,000 respondents, about 1,100 (55%). ^[0]
• In numbers, home based employees tend to procrastinate 10 minutes less; work 1.4 days per month more; be 47% more productive. ^[0]
• Namely, Workplace Insight has found only 15% of companies from Great Britain and Western Europe say working from home has had a clear negative effect on employee productivity. ^[0]
• This study found that 73% of respondents believed they were more efficient when working from home;. ^[0]
• For better or for worse, 68% believed they workedmore hourswhile working from home. ^[0]
• According to a Gallup report about “How Coronavirus Will Change the ‘Next Normal’ Workplace”, the US alone saw a jump from 31% to 62% of people working remotely. ^[0]
• One Stanford research by Stanford economist Nicholas Bloom shows 42% of the US workforce was working remotely in 2020. ^[0]
• Statista research detailing the attitudes on remote work from employees in companies with digital output shows that 86% of them view remote work as the “future of work”. ^[0]
• Moreover, a whopping 90% would recommend a remote work arrangement to a friend. ^[0]
• remote work possibilities.87% of employees declared they are “satisfied with tools and processes that enable remote team communication”. ^[0]
• This likely prompted 84% of employees to declare they can accomplish all of their tasks remotely. ^[0]
• 86% of employees declared their leadership teams provide “agency and autonomy while working remotely”. ^[0]
• Moreover, 84% of employees declared their leadership “understands what it takes to operate remotely”. ^[0]
• A Gallup report even shows that as many as 54% of US workers would now leave their current job positions to pursue positions in companies that allow working from home. ^[0]
• Moreover, Global Workplace Analytics shows that over 33% of employees would take a pay cut for the option to work from home. ^[0]
• 2,058 US adults found that 69% of managers simply feel uncomfortable when communicating with employees faceto. ^[0]
• This percentage is partly because 37% of the said managers feel uncomfortable giving direct feedback in business communication situations. ^[0]
• Perhaps as a result of this reluctance to provide feedback, a small percentage of only 18% of employees have their communication skills evaluated within their performance reviews. ^[0]
• Moreover, one Gallup estimate shows that only 50% of employees know what their managers expect from them. ^[0]
• The Harvard Business Review cites that 72% of employees feel their performance would improve if their managers were to provide corrective — sometimes also dubbed as “negative” — feedback. ^[0]
• Interestingly, employees actually prefer corrective feedback to praise or recognition by a 14% difference — with a 57% to 43% ratio. ^[0]
• Moreover, If the corrective feedback is delivered appropriately, the original 72% rise to a whopping 92% of respondents who believe negative feedback is an effective way to improve one’s performance. ^[0]
• A study by Officevibe shows that 43% of highly engaged individuals receive feedback at least once per week, in contrast with only 18% of low. ^[0]
• In line with that, a report by Gallup shows engaged employees are 27% more likely to show an excellent work performance. ^[0]
• A report by Trade Press Services shows that as many as 85% of employees claim they are most motivated when regularly updated about company news and information. ^[0]
• And, according to Gatehouse, as many as 64% of businesses cite their business strategies, values, and purpose as crucial information they want to communicate. ^[0]
• Namely, CEB/Gartner reports that more informed employees tend to outperform their less informed peers by a whopping 77%. ^[0]
• Sadly, the same Trade Press Services report also shows that as many as 74% of employees believe they are missing out on important news and information in their companies. ^[0]
• Moreover, IBM indicates 72% of employees don’t fully understand their companies’ business strategies. ^[0]
• GoVitru reports that only 5.9% of organizations communicate goals on a daily basis — even though clear business goals are a crucial component in directing employee’s everyday efforts. ^[0]
• Furthermore, only a share of 23% of executives claims their companies are efficient at aligning employees’ goals with corporate purposes. ^[0]
• As a result, a majority of employees simply lack direction in work — or, a share of 57%, to be exact. ^[0]
• Namely, one Workforce report shows that 60% of companies lack a long term strategy or vision for their internal communication processes. ^[0]
• Namely, one VMA Group Study shows that 46% of its respondents say their communication progress is NOT researched or measured with Key Performance Indicators and other relevant metrics. ^[0]
• Moreover, Gatehouse reports that 21% of worldwide businesses admit they do NOT have a formal plan for internal communication — this percentage rises to 31% in the US. ^[0]
• The effects of great communication skills are undeniable — 73% of employers want employees with strong written communication skills, as found by the National Association of Colleges and Employees. ^[0]
• The Association of American Colleges and Universities cites additional communication skills employers look for in prospective hires — as many as 93% of employers expect a demonstrated capacity to Think critically; Communicate clearly; Solve complex problems. ^[0]
• Namely, one GMAC Corporate Recruiters survey shows that 69% of recruiters feel confident about hiring business school graduates who have the right communication skills, despite their lack of experience. ^[0]
• Companies whose leaders possess effective communication skills have a 47% higher return to shareholders during a five. ^[0]
• Namely, people who feel heard by co workers and superiors report feeling 4.6 times more likely to feel empowered to perform their best work. ^[0]
• However, studies show that people spend 75% of the time while listening to others distracted, preoccupied, or forgetful. ^[0]
• Luckily, research at the University of Minnesota shows that students who take listening training improve their ability to understand what is said by 40%. ^[0]
• One Queens University of Charlotte infographic shows that 75% of employers view collaboration and teamwork as important aspects of a successful business. ^[0]
• This percentage is well justified — the Institute for Corporate Productivity and Babson’s College Professor Rob Cross surveyed 1,100 American companies to find that companies who promote collaborative work are 5 times more likely to report a high performance. ^[0]
• However, 39% of employees around the world believe that people in their organizations simply don’t collaborate enough. ^[0]
• One McKinsey report indicates that 80% of businesses use social collaboration tools to enhance their business processes. ^[0]
• Remotely reports that using online collaboration tools, but also participating in digital workplaces, helps increase productivity by 20. ^[0]
• But, their preference for online communication at home (with a share of 65%). ^[0]
• Ateam communication app, in 55% of the cases; email, in 28% of the cases. ^[0]
• Emails are also a favorite communication channel — as many as 93% of Baby Boomers use email on an everyday basis. ^[0]
• CMSWire reports that 85% of employees use more than one communication device to communicate at work — as many as 32% use three or more devices because they value flexibility. ^[0]
• Computers— in 44% of the cases; Smartphones— in 36% of the cases; Tablets— in 16% of the cases; Desktop phones— in 5% of the cases. ^[0]
• If they’re receiving voicemails, 82% claim they prefer the voicemails to come as text messages — because text is easier to scan for the right information. ^[0]
• Instead, they rely on Emails— in 48% of the cases; Mobile phones— in 20% of the cases; Desk phones— in 10% of the cases; Text messaging— in 8% of the cases; Online meetings— in 8% of the cases. ^[0]
• Globally speaking, these averages differ only slightly, according to a world encompassing Statista report North America— 3.1 communication tools; Asia Pacific— 3.42 communication tools; Europe, Middle East, and Africa— 3.56 communication tools. ^[0]
• 44% of employees want to use their business communication tools more. ^[0]
• The previously mentioned Interact survey shows that 16% of managers prefer email interactions because they feel uncomfortable communicating faceto. ^[0]
• report by Project shows that 39% of businesses primarily use email for employee communication. ^[0]
• Emails are also reported to be the primary method of communication for as many as 74% of adults. ^[0]
• For example, only 34.1% of emails in North America actually get opened, which implies the abundance of email comes with a lower interest to interact. ^[0]
• This disinterest may also be justified by the lack of emails’ true relevance — as many as 62% of emails in an average inbox are deemed unimportant. ^[0]
• Furthermore, the emails that do get opened — 70% of emails we chose to open will get opened within 6 seconds upon receipt — still represent a productivity killer. ^[0]
• According to Clockify’s report on the time spent on emails as a recurring task, we spend 2.5 hours per day communicating via email. ^[0]
• Namely, Project’s report shows that 63% of people have missed an important piece of information because it went to a colleague’s inbox while the said colleague was absent. ^[0]
• Almost half of the employees (47%). ^[0]
• According to Project, online tools take second place when it comes to workplace communication devices — with a share of 28%. ^[0]
• A Work Institute report on retention shows that effective communication systems help retain top talents in companies by 450%. ^[0]
• A detailed Pew Research Center study shows that 81% of adults working from home at least part time say they use video calling or online conferencing services to stay in touch with their teams. ^[0]
• 59% report using these services and tools often. ^[0]
• Income is the second influential factor — video calling/online conferencing services are used by 69% of upperincome workers; 56% of middleincome workers; 41% of lower. ^[0]
• An individual’s role in an organization is the third factor — 70% of supervisors use these tools, compared to 55% of people who are not supervisors. ^[0]
• Apart from video calling/online conferencing services, 57% of people also like to use instant messaging platforms. ^[0]
• 43% report using these business communication platforms often. ^[0]
• These platforms are used by 49% of those younger than 50; 30% of those 50 and older. ^[0]
• Namely, in companies that use Intranets as online communication solutions, only 13% report using them daily. ^[0]
• According to a survey by Prescient Digital Media, 31% of employees surveyed admit they never use their companies’ Intranets. ^[0]
• According to Project, people spend 23% of their time engaged in business communication on in. ^[0]
• According to the Otter blog, there are 11 million meetings held each day, and employees spend 4 hours in meetings or preparing for meetings. ^[0]
• Project’s report shows that 61% of people believe they waste time at meetings. ^[0]
• This assumption seems to be justified — as many as 71% of senior managers believe meetings to be unproductive and inefficient. ^[0]
• Namely, about 70% of Millennials claim going to the office is not necessary for effective work. ^[0]
• According to Project, phone calls are still present as a form of workplace communication — albeit, with a share of only 2%. ^[0]
• After all, as many as 75% of millennials — who currently represent the most prevalent generation in the US labor force — dislike making phone calls as they consider them “time. ^[0]
• According to ZDNet research, an average phone conversation lasts 3 minutes and 15 seconds. ^[0]
• 73% of Employers Want Candidates With This Skill. ^[0]
• .Happy Workers are 13% More Productive. ^[0]
• That’s about 65% of the world’s population. ^[3]
• 292 million people in North America use text messages — that’s 80% of the total population. ^[3]
• The country with the highest percentage of mobile users is Russia where 89% of the population sends and receives text messages. ^[3]
• It’s predicted that by 2025, 72.6% of internet users will access the web via mobile only, using their smartphones. ^[3]
• Most people are using smartphones nowadays — 57% of mobile users own a smartphone. ^[3]
• Globally, the amount of people who send and receive text messages is predicted to rise to 5.9 billion by 2025. ^[3]
• There are about 1.2 billion 5G connections predicted globally by the end of 2025. ^[3]
• By 2025, a predicted 61% of the world’s population will access the internet from their mobile phones. ^[3]
• People will definitely see what you send them — SMS open rates are as high as 98%. ^[3]
• You can start a conversation — As many as 45% of people reply to branded text blasts they receive. ^[3]
• 52% of business leaders in North America said it’s already a major disruption in their industry. ^[3]
• Despite statistics on mobile’s rise, 65% of brands still don’t have a formal strategy in place for bulk SMS messaging to take advantage of the amount of time we spend on our phones. ^[3]
• 88% of people surveyed said text was the number one thing they use their phones for, and they use their phones all the time!. ^[3]
• Don’t rely on the old methods of getting in touch in 2024 — 90% of brands said they leave voicemails to talk to consumers while 29% of consumers said they don’t listen to voicemails at all. ^[3]
• 92% of U.S. adults carry text enabled phones, 98% of smartphone users use text on a regular basis, but only 14% of companies text with consumers. ^[3]
• 85% of customers in 2024 prefer receiving text messages over a phone call or email. ^[3]
• 70% of consumers want to use mobile messaging to troubleshoot issues. ^[3]
• 68% of consumers would like to use mobile messaging to contact a company with billing questions or concerns. ^[3]
• Stats demonstrate that 64% of customers want to use text messaging to make or update a reservation. ^[3]
• When it comes to updating or changing a purchase, 64% of customers say they’d prefer to use mobile messaging. ^[3]
• A majority of people — 71% of consumers — say using text messaging to communicate with a business was effective. ^[3]
• As many as 66% of consumers say they would pay more for something if it was supported by a mobile messaging channel. ^[3]
• 64% of consumers think companies who text value their time, are progressive and would recommend them to others. ^[3]
• 53% of consumers say they feel more positive toward a brand that uses mobile messaging to communicate. ^[3]
• 45% of consumers say the ability to send mobile messages is what could convince them to choose one brand, product or service over another. ^[3]
• Daily hourly smartphone use increased of 39% during the COVID. ^[3]
• 97% of companies found they communicated with consumers more efficiently after launching texting initiatives. ^[3]
• A fully 67% of agents send and receive MMS messages to send quotes and claims. ^[3]
• 94% of organizations already using SMS for communications would recommend using a mass texting service to their colleagues. ^[3]
• Interactive content, like some SMS or MMS campaigns, generates conversions very well 70% of the time, compared to passive content stats at 36%. ^[3]
• 95% of millennials send messages daily, while four out of five consumers in total send daily messages. ^[3]
• Email has 5 10% open rates and a 1% clickthrough rate. ^[13]
• Messenger, by contrast, averages 70 80% open rates and 20% clickthrough rates. ^[13]
• Organic posts get 0 2% visibility and, at most, a 2% clickthrough rate. ^[13]
• Messenger’s 80% open rates and 20% clickthrough rates make the News Feed seem appallingly useless. ^[13]
• This amounts to a 100% conversion rate for a contact list goal completion. ^[13]
• More than 65% of users are active every day. ^[13]
• 90%of text messages are opened in three minutes. ^[9]
• 36% of people who use messaging apps have at least two messaging apps. ^[9]
• Messaging apps have overtaken social media platforms in the number of active monthly users by20%. ^[9]
• 66%of consumers are more confident about making a purchase when a company is active in messaging apps. ^[9]
• Spectrm customer,Telekom, achieved a 60% conversion completion rate, 35% CTR to cart landing page, and 9x contract conversion lift. ^[9]
• Not surprisingly, instant messaging is widely popular in the tech industry, where 71% percent of employees rely on the application. ^[11]
• In international companies, it’s used by 62% of the workforce. ^[11]
• Although employees use instant messaging applications 28% of the time, only 8% of respondents say it’s their first choice to communicate with colleagues, ReportLinker says. ^[11]
• Those who favor email are more likely to also use instant messaging (30%) or their phone (80%). ^[11]
• Video conferencing is also becoming more popular at work, with respondents mentioning it 23% of the time. ^[11]
• Its app is especially popular among employees at small companies – those with less than 50 employees – 41% of whom say they use it to interact at work. ^[11]
• Just 3% involve their communications department when selecting an instant messaging tool, even though it can have a significant impact on how employees interact with co workers and external contacts. ^[11]
• Although desktop computers (75% of mentions) and phones (71% of mentions). ^[11]
• According to ReportLinker, when asked which devices were available in their office, respondents mentioned laptops 63% of the time, smartphones (56% of mentions), and tablets (36%). ^[11]
• Businesses that provided employees access to instant messaging applications were more likely to also provide mobile devices, such as laptops (75%) and tablets (47%). ^[11]
• Only 44% of employees interviewed by ReportLinker say their companies allow them to telecommute. ^[11]
• However, this is a more common practice for tech companies (69%) and international firms (66%). ^[11]
• As we might expect, companies that provide employees with smartphones (55%), laptops (55%) or tablets (57%). ^[11]
• But when a company does permit employees to telecommute, tools like video conferencing (71%) and instant messaging (60%). ^[11]
• Meanwhile, among heavy users, 45% say they’re more productive with instant messaging than they would be without it. ^[11]
• Fourteen percent said instant messaging applications helps them reduce the volume of emails, while 12% liked the flexibility and 10% said the tools were easy to use. ^[11]
• Ironically, 46% of those who believed such tools helped them reduce the volume of email received said they felt pressure to respond immediately. ^[11]
• In fact, more than half of American workers (57%). ^[11]
• Globally, the penetration rate of social media is about 45%. ^[4]
• In January 2018, 61% of social media activity in the US was done through a mobile device. ^[4]
• As of the second quarter of 2020, a whopping 2.7 billion+ users are active on Facebook every month which is an increase of 12% from September 2019. ^[4]
• Hootsuite Blog)And of all those people on their phones, how many use Facebook Messenger?Well according to Statista11. ^[4]
• 11% of the world’s population uses Facebook Messenger every month. ^[4]
• Facebook Messenger Demographics in 2019According to Statista, as of November 2019. ^[4]
• 27.3% of users of FB Messenger in the US are aged between 25 to 34Source. ^[4]
• Statista)The next age group where the messenger for Facebook is most popular is users between 35 and 44 years, as they hold 21%.45 to 51year old users are third with 15.9%. ^[4]
• How popular is the app among business owners?According to Facebook Messenger statistics18. ^[4]
• According to statistics, only 1% of companies engage with their clients via chatbots on Facebook Messenger. ^[4]
• Messenger generates up to 80% open rate and a 20% clickthrough rateSource. ^[4]
• Monkey)Facebook’s News Feed organic posts get 0 2% visibility and no more than a 2% clickthrough rate. ^[4]
• 85% of the users in Brazil, 74% in India, and 61% in the US and the UK, claimed that businesses that provided the option for direct messaging were seen as trustworthy.25. ^[4]
• An interesting fact from the research conducted by Greenberg, Inc. in June 2018 says that “56% of people have sent a message consisting only of emojis”. ^[4]
• Therefore it is not surprising that people who like using emojis, GIFs, and other visuals in their messages are 1.59x more likely to report having honest, effortless, and amusing conversations.26. ^[4]
• As of the second quarter of 2020, a whopping 2.7 billion+ users are active on Facebook every month which is an increase of 12% from September 2019. ^[4]
• According to Statista, as of November 2019, the age distribution of Messenger users goes like this. ^[4]
• The next age group where the messenger for Facebook is most popular is users between 35 and 44 years, as they hold 21%. ^[4]
• 45 to 51year old users are third with 15.9%. ^[4]
• Its open rates is between 5. ^[4]
• The clickthrough rate is at a shocking 1%. ^[4]
• News Feed organic posts get 0 2% visibility and no more than a 2% clickthrough rate. ^[4]
• Therefore it is not surprising that people who like using emojis, GIFs, and other visuals in their messages are 1.59x more likely to report having honest, effortless, and amusing conversations. ^[4]
• Research shows that 79% of customers choose live chat because it gives them access to instant support. ^[14]
• Overall, more than 85% of businesses will offer live chat support in some form by 2024. ^[14]
• Research shows that live chat delivers a higher customer satisfaction than email (61%) and phone support (44%). ^[14]
• Customers that use live chat outbuy those who don’t by as much as 60% per purchase. ^[14]
• In fact, after a nice chat session, 38% of customers go ahead and actually make a purchase. ^[14]
• To understand how significant the impact of abandonment can be, consider the fact that over 67% of ecommerce sales are lost to shopping cart abandonment. ^[14]
• However, a better designed checkout experience can increase conversion rates by 35.26%. ^[14]
• As per their estimate, this strategy has converted between 10% to 25% leads. ^[14]
• Customers are more likely to come back to a website once they have had a live chat session there and 62% of them could make an online purchase again. ^[14]
• Customer retention is so impactful that increasing customer retention by a mere 5% can increase profits by at least 25%!. ^[14]
• Live chat can help you increase conversion rates by as much as 3.84%. ^[14]
• The business witnessed a 2.5% increase in conversion rates from its mobile live chat over the basic live chat design. ^[14]
• Overall, there was a 12% increase in smartphone conversion rates. ^[14]
• According to the latest Facebook figures, WhatsApp has more than 2 billion users. ^[5]
• During the 6 years that Whatsapp has operated as a Facebook subsidiary, the messenger’s monthly active user base has increased by 365%, from 465 million in February 2014. ^[5]
• According to a December 2020 tweet from Will Cathcart , more than 100 billion messages are sent each day on WhatsApp. ^[5]
• In fact, the number of messages sent via WhatsApp has increased by 53.84% since 2018. ^[5]
• According to App Annie data, the average WhatsApp user on the Android platform spends 19.4 hours per month on the app. ^[5]
• Based on AudienceProject data, 50% of American WhatsApp users access the messenger service daily. ^[5]
• An additional 28% use WhatsApp at least once a week, which brings the total to 78% of American WhatsApp users accessing the app weekly. ^[5]
• In fact, 27% of all Americans online between 26 35 years old use WhatsApp. ^[5]
• 46 55 years 17% 56+ years 13%. ^[5]
• Based on GlobalWebIndex data, the WhatsApp worldwide user base consists of 46.1% female users. ^[5]
• According to eMarketer, India has more WhatsApp users than any other country, with 390.1 million monthly active users. ^[5]
• With 17% growth, Russia’s WhatsApp monthly active user base has grown the most quickly over the last year. ^[5]
• WhatsApp’s mobile monthly active user base has grown by 10% or more in 6 countries in 2020. ^[5]
• 15.1% US 10.0% Argentina 10.0% Brazil 9.1% Italy 7.7% Finland 7.5% Austria. ^[5]
• According to AppFigures, WhatsApp Messenger was downloaded 39 million times in August 2021 alone. ^[5]
• According to WhatsApp head Will Cathcart, approximately 175 million people send messages to business accounts on WhatsApp every day. ^[5]
• 65% of consumers expect customer service to be faster now than it was five years ago. ^[15]
• 81% of brands say customers expect and demand faster resolutions than just 2 years ago. ^[15]
• 75% of consumers will spend more money with retailers that support digitization and in store experiences with messaging experts. ^[15]
• 49% of ecommerce brands do not offer live chat consistently on their websites during “business hours” 62% would trust an online retailer more if associates were available on online chat. ^[15]
• 95% of ecommerce shoppers interacting with chatbots said that their pre sale experience would have been a perfection or at least better with human help. ^[15]
• Only 28% of brands believe the automation they use to interact with customers is effective and accurate. ^[15]
• In escalations between bots and humans, ecommerce shoppers had to repeat or reshare information 16.2% of the time. ^[15]
• 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty Customers who are engaged by a brand. ^[15]
• make purchases 90% more often, and spend 60% more per transaction than those customers who aren’t engaged. ^[15]
• Repurchase intent based on chats with no human intervention is 11%. ^[15]
• Repurchase intent based on chatswithhuman intervention is 88%. ^[15]
• 75% of people prefer live chat over any other channel. ^[10]
• 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. ^[10]
• 51% of customers want businesses to be available 24/7. ^[10]
• 63% of millennials prefer to have their basic customer support queries answered by live chat. ^[10]
• 38% of businesses say their users find their scripted responses most frustrating. ^[10]
• The average customer satisfaction using live chat service in the technology industry exceeds 87%. ^[10]
• 60% of customers expect an immediate response when contacting live chat. ^[10]
• 60% of them indicated that they needed an immediate response when reaching out to a live chat support team. ^[10]
• Live chat is used by 67% of B2C businesses solely for customer support. ^[10]
• 74% of B2c and 85% of B2b businesses use live chat for sales. ^[10]
• Live chat conversion statistics tell us that adding live chat to your website can improve conversions by 12%. ^[10]
• 63% of customers said they’re more likely to return to a website that has a live chat. ^[10]
• In other words, 37% of customers are less likely to return to a website if it did not feature live chat. ^[10]
• 71% of people believe that live online chat will surpass traditional support channels by the end of 2021. ^[10]
• In fact, over 50% of all customers prefer to use real. ^[10]
• In short, live chat is overtaking phone support, and furthermore, only 23% of customers prefer email. ^[10]
• For social media and forums, the number falls even lower, at just 16%. ^[10]
• The main reasons more customers prefer live chats are no wait times (34%) and convenience (26.9%). ^[10]
• 82% of customers are satisfied with their live chat experience. ^[10]
• While this figure fell to 61% for email support, it plummeted for phone support to just 44%. ^[10]
• ‘Chatters’ spend on average 60% more per transaction than ‘non. ^[10]
• Almost 100% of clients prefer high quality support even if it’s not that fast. ^[10]
• More than 44% say that having a live person answer their questions is one of the most important features an online shop can have. ^[10]
• 97% of global consumers say customer service is important in their choice of a brand. ^[10]
• 73% of customers say that valuing their time is the most important thing companies can do when it comes to customer service. ^[10]
• 95% of customers rate high quality support over speed. ^[10]
• For the other 56%, you can use Facebook chatbots as the first line of support. ^[10]
• 47.5% of US internet users feel the greatest challenge with chatbots is they provide too many unhelpful responses. ^[10]
• 52% of consumers say they view companies more favorably when the customer service is more personalized to them and their interests. ^[10]
• 53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. ^[10]
• Still, keep in mind that the global cart abandonment rate is 75.52% , so make sure your customers find their answers quickly. ^[10]
• Only 9% of companies use a live chat on their website. ^[10]
• Customers love it, and experts believed live chat grew 87% between 2017 and 2018. ^[10]
• The number of consumers that use live chat over the phone and email support has increased by more than 50% since 2012. ^[10]
• According to these figures, there has been a surge in people moving towards live chat support from competing channels since 2012. ^[10]
• According to the survey cited, 42% of customers prefer live chat, compared to 23% preferring email and only 16% social media. ^[10]
• Live chat is expected to grow by 87% in the next 12. ^[10]
• Experts believe it will increase by a booming 87% in the next 12. ^[10]
• 85% of B2B live chat buyers use it for sales; the figure is 74% for the B2C sector. ^[10]
• At 73 to 81%, live chat has the highest satisfaction level for any customer service channel. ^[10]
• 20% of shoppers prefer using live chat to contact a retailer compared to other communication methods. ^[10]
• 41% of consumers prefer being offered support over live chat, more than any other channel. ^[10]
• 75% of survey respondents stated they would prefer to live chat versus calling to speak with an agent. ^[10]
• 63% of millennials prefer to have their basic customer support queries answered by live chat versus traditional channels. ^[10]
• 42% of businesses think consumers prefer the phone. ^[10]
• In fact, less than 10% of businesses offer live chat as a feature. ^[10]
• More than 30% of customers expect live chat on your website. ^[10]
• This number is 62% for customers visiting your website on a mobile device. ^[10]
• Only 9% of companies use live chat. ^[10]
• It is quite surprising that not even 10% of companies have adopted live chat support as their primary or secondary communication channel. ^[10]
• 38% of consumers are more likely to purchase from a company that offers live chat support. ^[10]
• 52% of consumers are more likely to repurchase from a company that offers live chat support. ^[10]
• As many as 77% of customers won’t make a purchase on a website that doesn’t offer a live chat option. ^[10]
• 41% of customers think a company that offers live chat on its website is more trustworthy. ^[10]
• 38% of customers have said that they have ended up making a purchase due to a good live chat session. ^[10]
• 79% of customers say they prefer live chat purely because of the immediacy it offers. ^[10]
• 42% of customers choose live chat over phone because they hate being put on hold. ^[10]
• Another study found that 68% of people would prefer to have root canal without anesthesia, a tax audit, or dinner with their motherin law than have to be put on hold on the phone. ^[10]
• 21% of live chat support requests are not answered. ^[10]
• 51% of live chat users prefer chat as it allows them to multitask. ^[10]
• Another 21% prefer it because they can shop while they work. ^[10]
• 72% of customers now expect a customer service agent to know their contact details, product information, and service history as soon as they engage and without being asked. ^[10]
• 23% of companies do not ask for contact information before a chat begins. ^[10]
• 45% of companies do not ask users for feedback once the chat has ended. ^[10]
• 55% of companies do not offer transcripts once a chat has ended. ^[10]
• 56% of consumers cannot recall an exceptional live chat experience. ^[10]
• When starting a live chat, 40% of consumers are not confident they’ll get the support they need in a reasonable amount of time. ^[10]
• 84% of consumers have given up on a live chat due to frustration at slow responses or poor replies. ^[10]
• 84% of businesses say providing unique and memorable customer experiences is a priority for their team. ^[10]
• 38% of customers are most frustrated by poor user experience on live chat. ^[10]
• 43% of businesses know their user experience is not good enough. ^[10]
• 84% of businesses say offering a personal customer experience is an important or very important priority for their team. ^[10]
• 29% of consumers find scripted, impersonal responses the most frustrating. ^[10]
• 19% of businesses say their customers are most frustrated by long wait times. ^[10]
• 9% of consumers say having to repeat themselves is the most frustrating part of a live chat experience. ^[10]
• 16% of businesses say their customers are most annoyed by having to repeat themselves. ^[10]
• 20% of consumers tell friends or colleagues about a poor live chat experience. ^[10]
• 29% of consumers tell friends or colleagues about a positive live chat experience. ^[10]
• 63% of people who spend between $250 300 a month online are the most likely to both buy from, and be loyal to, companies that offer live chat support. ^[10]
• Live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. ^[10]
• 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty. ^[10]
• Companies offering live chat report 34% improvement in customer satisfaction rates and 2.6x improvement in customer care costs. ^[10]
• Apart from the two metrics above, live chat is known to result in 2.4x annual increase in crosssell and sell up revenue, 20% annual improvement in customer contact abandonment rate, and a staggering 9.3x annual improvement in agent utilization rate. ^[10]
• Over 56% of global messaging app. ^[16]
• When a brand is available and active on a messaging app, over 66% of consumers will feel more confident about purchases, while 55% feel more connected to the brand. ^[16]
• In 2019, 63% of those polled in a recent Facebook survey said they’d been messaging brands more often on messaging apps than in previous years. ^[16]
• Uruguay and Argentina are the fastest growing WhatsApp audiences with a 67% and 63% increase in Apple App Store downloads in Q4 of 2019. ^[16]
• In 2018, WhatsApp grew its U.K. user base by 20%. ^[16]
• 46% of WhatsApp users are under 45 years old, with the biggest age group between 26 and 35. ^[16]
• 51% of mobile messaging app users say they prefer to contact brands via mobile messages. ^[16]
• That number is estimated to grow to 171 million by 2024. ^[16]
• In the U.S., 45.5% of people were using a messaging app in 2018. ^[16]
• In 2019, video chat on Messenger saw a 40% year over year growth. ^[16]
• 2335 year olds make up more than 27% of the Facebook Messenger user base. ^[16]
• When consumers message brands via Facebook, 80% of the messages ask questions about a product or service before a purchase is made. ^[16]
• Nearly 43% of WeChat users were born in the 1990s, while just over 25% of users were born in the 2000s. ^[16]
• In 2019, 79% of Chinese internet users reported using WeChat. ^[16]
• 38% of Snapchat users aren’t on Facebook or Instagram. ^[16]
• 24% of U.S. adults use Snapchat. ^[16]
• 90% of 13 to 24yearolds use Snapchat while 75% of 13 to 34year olds use the app. ^[16]
• More than 15% of the total Snaps sent daily feature a lens made by Snapchatters with the Lens Kit. ^[16]

I know you want to use Business Instant Messaging Software, thus we made this list of best Business Instant Messaging Software. We also wrote about how to learn Business Instant Messaging Software and how to install Business Instant Messaging Software. Recently we wrote how to uninstall Business Instant Messaging Software for newbie users. Don’t forgot to check latest Business Instant Messaging statistics of 2024.

Reference

1. pumble – https://pumble.com/learn/communication/communication-statistics/.
2. messengerpeople – https://www.messengerpeople.com/global-messenger-usage-statistics/.
3. kommandotech – https://kommandotech.com/statistics/messaging-apps-statistics/.
4. slicktext – https://www.slicktext.com/blog/2018/11/44-mind-blowing-sms-marketing-and-texting-statistics/.
5. review42 – https://review42.com/resources/facebook-messenger-statistics/.
6. backlinko – https://backlinko.com/whatsapp-users.
7. superoffice – https://www.superoffice.com/blog/live-chat-statistics/.
8. postscript – https://postscript.io/blog/text-messaging-statistics.
9. textmagic – https://www.textmagic.com/blog/text-messaging-statistics-for-businesses/.
10. spectrm – https://spectrm.io/insights/blog/messaging-app-statistics-most-popular-communication-method-2020/.
11. techjury – https://techjury.net/blog/live-chat-statistics/.
12. reportlinker – https://www.reportlinker.com/insight/instant-messaging-apps-invade-workplace.html.
13. businessofapps – https://www.businessofapps.com/data/whatsapp-statistics/.
14. mobilemonkey – https://mobilemonkey.com/blog/facebook-messenger-statistics-facebook-messenger-marketing.
15. softwareadvice – https://www.softwareadvice.com/resources/live-chat-statistics/.
16. simplr – https://www.simplr.ai/blog/live-chat-statistics-2021-what-every-business-should-know.
17. hubspot – https://blog.hubspot.com/marketing/messaging-app-stats.

How Useful is Business Instant Messaging

Business instant messaging platforms provide a quick and convenient way for employees to communicate with one another in real time. Gone are the days of countless emails back and forth or missed phone calls. With instant messaging, employees can quickly ask questions, share ideas, and provide updates to their colleagues with the click of a button.

One of the most useful aspects of business instant messaging is its ability to foster collaboration among team members. By creating group chats or channels dedicated to specific projects or departments, employees can easily share information and work together towards a common goal. This not only streamlines communication but also helps to keep everyone on the same page and working towards a shared objective.

Additionally, business instant messaging can help to reduce the reliance on email, which can often be slow and clunky. With instant messaging, employees can have more informal and immediate conversations, which can lead to quicker decision-making and problem-solving. This can be especially beneficial in fast-moving industries where decisions need to be made on the fly.

Furthermore, instant messaging can also help to bridge the gap between remote or geographically dispersed teams. With the rise of remote work, many companies are looking for ways to keep their employees connected and engaged, regardless of physical location. Instant messaging provides a seamless way for remote employees to stay in touch with their coworkers, share updates, and collaborate on projects in real time.

Another benefit of business instant messaging is its ability to improve employee morale and satisfaction. By providing a casual and easy way for employees to communicate with one another, companies can create a more positive and inclusive work environment. Instant messaging can help to break down hierarchical barriers, allowing for more open and transparent communication among all levels of the organization.

Of course, like any tool, business instant messaging does have its drawbacks. Some employees may find it distracting or overwhelming to have constant notifications popping up on their screen. It’s important for companies to establish guidelines and best practices around instant messaging usage to ensure that it enhances, rather than disrupts, the work environment.

Overall, business instant messaging is a valuable tool for modern companies looking to streamline communication, foster collaboration, and create a more connected workforce. When used thoughtfully and strategically, instant messaging can help to improve productivity, teamwork, and employee satisfaction. As more companies embrace remote work and digital communication, instant messaging will continue to play a crucial role in how businesses operate in the 21st century.

In Conclusion

Be it Business Instant Messaging benefits statistics, Business Instant Messaging usage statistics, Business Instant Messaging productivity statistics, Business Instant Messaging adoption statistics, Business Instant Messaging roi statistics, Business Instant Messaging market statistics, statistics on use of Business Instant Messaging, Business Instant Messaging analytics statistics, statistics of companies that use Business Instant Messaging, statistics small businesses using Business Instant Messaging, top Business Instant Messaging systems usa statistics, Business Instant Messaging software market statistics, statistics dissatisfied with Business Instant Messaging, statistics of businesses using Business Instant Messaging, Business Instant Messaging key statistics, Business Instant Messaging systems statistics, nonprofit Business Instant Messaging statistics, Business Instant Messaging failure statistics, top Business Instant Messaging statistics, best Business Instant Messaging statistics, Business Instant Messaging statistics small business, Business Instant Messaging statistics 2024, Business Instant Messaging statistics 2021, Business Instant Messaging statistics 2024 you will find all from this page. 🙂

We tried our best to provide all the Business Instant Messaging statistics on this page. Please comment below and share your opinion if we missed any Business Instant Messaging statistics.