Guest Messaging Statistics 2024 - Everything You Need to Know

Are you looking to add Guest Messaging to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Guest Messaging statistics of 2024.

My team and I scanned the entire web and collected all the most useful Guest Messaging stats on this page. You don’t need to check any other resource on the web for any Guest Messaging statistics. All are here only 🙂

How much of an impact will Guest Messaging have on your day-to-day? or the day-to-day of your business? Should you invest in Guest Messaging? We will answer all your Guest Messaging related questions here.

Please read the page carefully and don’t miss any word. 🙂

On this page, you’ll learn about the following:

Best Guest Messaging Statistics

Best Guest Messaging Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 369 Guest Messaging Statistics on this page 🙂

Guest Messaging Usage Statistics

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[0]

Guest Messaging Market Statistics

When 82% of text messages are read within 5 minutes, but consumers only open 1 in 4 emails they receive, hoteliers want to ensure that guests actually read their confirmation messages, marketing blasts, and reminders to write a guest review. ^[1]
Seventy six percent of marketers know they need to rely more on data if they want to succeed. ^[2]
percent of marketers say using “hyper personalization” to provide the right services at the right time will be key to success. ^[2]
That is 50% higher than email marketing, meaning that you can reach more guests more effectively with push notifications. ^[3]
Mobile Marketers are on average 79% more likely to use other mobile specific marketing tactics if they employ SMS marketing strategies. ^[4]
The response rate of SMS text message marketing is 45% vs email response rates at 6%. ^[4]
The use of SMS marketing grew 197% as a strategy in B2B efforts from 2015 to 2017. ^[4]
While not as saturated as other marketing channels, SMS marketing efforts have gained in B2B strategies and grown by 92% in B2C efforts. ^[4]
20% of marketing leaders plan on using SMS in their marketing strategies in the next 12 months. ^[4]
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[5]
Personalization can increase marketing spend efficiency by up to 30%. ^[6]
Monetate 55% of marketers say the top benefit of personalization is increased visitor engagement and improved customer experience. ^[6]
Inbound marketing costs 64% less per lead than traditional, outbound marketing. ^[7]
“On Expedia.com, good reviews of 4.0 or 5.0 generate more than double the conversion of a review of 1.0 – 2.9,” Jennifer Davies, Expedia 67% of shoppers spend more online after recommendations from online community of friends. ^[7]
83% of marketers promoting email subscription via SMS said it was “very effective/effective”. ^[8]
96% of marketers rated mobile welcome SMS as “very effective/effective” or “somewhat effective”. ^[8]
SMS messages were sent in 2017, accounting for 75% of total market revenue. ^[8]

Guest Messaging Latest Statistics

78% of US consumers say receiving a text message is the fastest way to reach them for important service updates and purchases, so when information needs to be communicated quickly, text messaging is the perfect way to do so. ^[1]
Perhaps it’s time to switch to text messages for those important details, since the open rate for text messages is a whopping 82% in the US. ^[1]
Phone calls are so last decade; over 83% of millennial consumers said they text more than they talk on their smartphones. ^[1]
When 89% of people always have their smartphone easily accessible, mobile communication is undoubtedly going to be the most intuitive method of contact. ^[1]
Adding texting capabilities is a fantastic way to add value to your brand, since 91% of users who opted in to receive texts from a brand see those messages as “somewhat” or “very useful”. ^[1]
77% of consumers aged 18–34 are likely to perceive positively a company that offers text capability, which means simply offering texting as a method of communication can enhance a guest’s experience. ^[1]
percent of consumers are more likely to buy from brands that recognize them by name, recommends services based on past purchases, and knows their purchase history. ^[2]
In exchange for their personal data, 64 percent of consumers want access to exclusive deals, 61 percent expect a one time discount, and 61 percent would like to receive special offers. ^[2]
More than 70 percent of hotel guests report having positive experiences with personalization. ^[2]
percent of travelers aged 55 and older don’t mind when hotels use their personal information to offer them relevant deals, discounts, and loyalty points. ^[2]
Personalized emails improve conversion rates by 10 percent. ^[2]
Push notifications have an open rate of 90%. ^[3]
Push notifications boost app engagement by 88%. ^[3]
65% of users return to an app within 30 days when push notifications are enabled. ^[3]
Sending push notifications can increase app retention by 300. ^[3]
You can increase app retention by 71% over two months simply by sending just one on boarding related push notification to newly acquired users during the first week after they have installed your app. ^[3]
Only 8% of people ignore push notifications. ^[3]
That means that 92% of users engage with them in some way. ^[3]
For example, you can send a notification to app users to tell them that they qualify for a 20% discount on weekdays if they join your loyalty programme. ^[3]
Branded vanity links get up to 39% more clicks than generic short links. ^[4]
RCS is estimated to be worth $74 billion by 2021. ^[4]
Over 35% of phone users in the world are best reached by SMS text messaging. ^[4]
90% vs 20% – Open rate of SMS compared to email open rates . ^[4]
75% of people wouldn’t mind receiving an SMS text message from a brand. ^[4]
More than 50% of customers prefer contacting support through text messaging compared to other channels. ^[4]
80% of people use texting for business purposes. ^[4]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[5]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[5]
For 86%, good customer service turns onetime clients into long. ^[5]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[5]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[5]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[5]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[5]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[5]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[5]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[5]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[5]
72% of companies believe they can use analytics reports to improve the customer experience. ^[5]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[5]
58% of American consumers will switch companies because of poor customer service. ^[5]
65% of customers said they have changed to a different brand because of a poor experience. ^[5]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[5]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[5]
78% of customers have backed out of a purchase due to a poor customer experience. ^[5]
60% of customers define âimmediateâ as 10 minutes or less. ^[5]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[5]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[5]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[5]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[5]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[5]
Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[5]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[5]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[5]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[5]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[5]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[5]
Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[5]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[5]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[5]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[5]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[5]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[5]
88% of people trust companies that vow not to share their personal information without permission. ^[5]
92% of customers appreciate companies giving them control over what information is collected about them. ^[5]
23% of businesses use social media as a tool to collect and analyze data. ^[5]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[5]
56% of customers donât mind sharing their personal information in exchange for better service. ^[5]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[5]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[5]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[5]
36% of consumers will share their customer service experience, whether good or bad. ^[5]
87% of consumers read online reviews for local businesses in 2020. ^[5]
72% of customers will share their good experiences with others. ^[5]
72% of customers will tell six or more people if they have a satisfying experience. ^[5]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[5]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[5]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[5]
50% of customers say they donât share their bad or good service experiences through social media. ^[5]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[5]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[5]
13% of customers tell 15 or more people if they have a negative experience. ^[5]
79% of customers who share their complaints online see their complaints ignored. ^[5]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[5]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[5]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[5]
The effectiveness of bots in resolving issues has fallen to 28%. ^[5]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[5]
64% of customers want to shop with companies that can meet their needs in real. ^[5]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[5]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[5]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[5]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[5]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[5]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[5]
69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[5]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[5]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[5]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[5]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[5]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[5]
33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[5]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[5]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[5]
62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[5]
35% of customers have become angry when talking to customer service. ^[5]
27% of Americans report that ineffective service is their number one customer service frustration. ^[5]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[5]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[5]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[5]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[5]
78% of customers have given up on a transaction because of a negative customer experience. ^[5]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[5]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[5]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[5]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[5]
A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[5]
Call center statistics have placed it as high as 45%!. ^[5]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[5]
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[5]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[5]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[5]
64% of U.S. consumers contacted customer service in 2017. ^[5]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[5]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[5]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[5]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[5]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[5]
Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[5]
One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross. ^[5]
The chances are usually 80% when the customer service experience is excellent. ^[5]
Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[5]
Current State Of Personalization 71% of consumers feel frustrated when a shopping experience is impersonal. ^[6]
Segment 70% of millennials are frustrated with brands sending irrelevant emails. ^[6]
SmarterHQ 74% of customers feel frustrated when website content is not personalized. ^[6]
Companies that exceed their revenue goals have a dedicated budget for personalization 83% of the time. ^[6]
The Secret To Personalized Email Marketing Emails with personalized subject lines are 26% more likely to be opened. ^[6]
71% of consumers say a personalized experience would influence their decision to open and read brand emails. ^[6]
Dynamic Yield 55% of consumers believe receiving targeted promotions and discounts would create a more enjoyable email experience. ^[6]
Dynamic Yield Marketers report a 760% increase in email revenue from personalized and segmented campaigns. ^[6]
Campaign Monitor Personalized calls to action convert 202% better than default or standard calls to action. ^[6]
[Updated November 23, 2012] A onepoint increasein a hotel’s average user rating on a 5 point scale makes potential customers13.5% more likelyto book that hotel. ^[7]
90% of travelers avoid booking hotels labeled as “dirty” in online reviews. ^[7]
53% of TripAdvisor users say theywon’t book a hotel if it has. ^[7]
87% of TripAdvisor users feel more confident in their decision when they read the reviews and 98%. ^[7]
An appropriate response to reviews from hotel management is more likely to make TripAdvisors book (57%), improves their overall impression of the hotel (84%) and makes them feel the hotel cares (78%). ^[7]
A negative review or comment on the Twitter, Facebook or Youtube Web sites can lose companies as many as 30 customers 92% of internet users read product reviewsand. ^[7]
89% of people say that reviews influence their purchasing decision. ^[7]
90% of consumers online trust. ^[7]
recommendationsfrom people they know; 70% trust opinions of unknown users. ^[7]
81% of respondents said they’d received advice from friends and followers relating to a product purchase through a social site; 74% of those who received such advice found it to be influential in their decision. ^[7]
64% said they use social media to make their travel plans and within the 25 34 year old participant group, the number is even higher; 76%look to popular social media sites to plan their next getaway. ^[7]
30% of travelers who use social networks report soliciting trip planning advice from their networks. ^[7]
75% of people don’t believe that companies tell the truthin advertisements. ^[7]
85% of executives use social media during a purchase decision. ^[7]
When asked what sources “influence your decision to use or not use a particular company, brand or product” 71% claim reviews from family members or friends exert a “great deal” or “fair amount” of influence. ^[7]
53% of people on Twitter recommend companies and/or products in their Tweets, with 48% of them delivering on their intention to buy the product. ^[7]
100 point ReviewPro Global Review IndexTM leads up to a 0.89% increase in price , a 0.54% increase in occupancy, and a 1.42% increase in Revenue per Available Room. ^[7]
Consumers werewilling to pay between 38% more for a 5star rated hotelthan for a 4. ^[7]
35% of social media users changed their hotel after browsing a social platform. ^[7]
“A 1 point increase in a review score equates to a 9% increase in average daily rate.”. ^[7]
70% of consumers would be prompted to leave a positive review if hotel staff were friendly and helpful. ^[7]
60% of comments were positive, 28% were neutral, and just 12% were negative. ^[7]
90% of consumers write reviews to help others make better buying decisions, and more than 70% want to help companies improve the products they build and carry. ^[7]
69% of online shoppers said they trusted the internet for advice, versus 43% for magazines and 35% for TV. ^[7]
78% of internet users conduct product research before making a purchase. ^[7]
83% of all holiday shoppers are influenced by customer reviews. ^[7]
The average person spends 66% more time on social sites than a year ago, almost 6 hours vs. 3 hours, 31 minutes last year. ^[7]
96% of online Americans use Facebook. ^[7]
get 97% more inbound links and 55% more website visitors. ^[7]
Companies that blog generate 88% more inbound leads than those who do not blog. ^[7]
51% of Facebook fans are more likely to buy from the brands they fan. ^[7]
79% of Twitter followers are more likely recommend the brands they follow. ^[7]
47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[9]
The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[9]
According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[9]
70% of buying experiences are based on how the customer feels they are being treated. ^[9]
62% of customers say they share their bad experiences with others. ^[9]
The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[9]
That’s a full 10% more positives than negatives. ^[9]
Salesforce found that a great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it. ^[9]
For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[9]
80% of customers say the experience a company provides is just as important as its products or services. ^[9]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[9]
90% of people are more likely to trust a company if they have a strong privacy policy. ^[9]
88% of people trust companies that vow not to share their personal information without permission. ^[9]
92% appreciate companies giving them control over what information is collected about them. ^[9]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[9]
27% of Americans report that ineffective customer service is their number one frustration. ^[9]
Another 12% of Americans rate their number one frustration as “lack of speed”. ^[9]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[9]
79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[9]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[9]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[9]
Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[9]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[9]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[9]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[9]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[9]
20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[9]
Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[9]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[9]
69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[9]
Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[9]
High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[9]
51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[9]
More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[9]
For example, only 13% of education institutions are using AI. ^[9]
Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[9]
Showing the highest projected growth rate, customer service teams in the travel and hospitality industry expect AI use to grow 187% over the next 18 months. ^[9]
Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[9]
In fact, 86% of buyers are willing to pay more for a great customer experience. ^[0]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[0]
49% of buyers have made impulse purchases. ^[0]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[0]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[0]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[0]
In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[0]
Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[0]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[0]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[0]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[0]
However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[0]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[0]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[0]
In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[0]
Today, 67% of customers prefer self service over speaking to a company representative. ^[0]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[0]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[0]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[0]
Your response rate is the percentage of new inquiries and reservation requests you responded to within 24 hours in the past 30 days. ^[10]
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]
Globally, In 2017,64%of Americans contacted some form of customer service. ^[11]
In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[11]
52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[11]
75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[11]
46%of global contact center decision makers project their contact centers to grow 5% 10% in the next year, and 14% project growth of more than 10%. ^[11]
A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[11]
67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[11]
Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[11]
48%of consumers expect specialized treatment for being a good customer. ^[11]
34%of companies are implementing “customer journey mapping” into their customer service. ^[11]
72%of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.”. ^[11]
Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[11]
89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[11]
70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[11]
Service insight and knowledge is also key to a good experience according to62%of consumers. ^[11]
Service insight and knowledge is also key to a good experience according to Americans will pay17%more to do business with firms with great reputations when it comes to customer service. ^[11]
52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[11]
Attracting a new customer is About one in three people (30%). ^[11]
About one in three people . ^[11]
A5%increase in customer retention can produce25%more profit. ^[11]
Globally, companies respond to customer service questions85%of the time. ^[11]
90%of customers are influenced by positive reviews when buying a product. ^[11]
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[11]
Increasing customer retention rates by5%increases profits by25% to 95%. ^[11]
The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[11]
27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[11]
12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[11]
79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[11]
91%of customers who are unhappy with a brand will just leave without complaining. ^[11]
56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[11]
47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[11]
72%of consumers see having to explain their problem to multiple people as poor customer service. ^[11]
After a bad customer service experience,39%of customers will avoid a company for two years. ^[11]
44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[11]
84%of millennials say that businesses are meeting or exceeding their service expectations. ^[11]
Millennials will pay21%more to do business with companies who excel at customer service. ^[11]
the 63%of millenials begin their customer service interactions online. ^[11]
74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[11]
Millennials use their mobile devices to contact customer service at a rate of43%. ^[11]
Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[11]
It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[11]
It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[11]
29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[11]
57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[11]
disputes,40%of customers prefer talking to a real person over the phone. ^[11]
For more complicated interactions, such as payment disputes, 23%of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[11]
88%of consumers are influenced by online customer service reviews when making a buying decision. ^[11]
86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[11]
33%of customers have contacted a company using Facebook and similar social channels. ^[11]
79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[11]
Out of all customer service engagements around the world in 2017,52%began online. ^[11]
Out of all customer service engagements around the world in 2017, 66%of consumers have used at least 3 different communication channels to contact customer service. ^[11]
Globally, only5%of customer service interactions begin with a face to face meeting. ^[11]
Globally, only 74%of Americans have used the landline to contact customer service. ^[11]
Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[11]
It’s estimated that by 2020,85%of customer service interactions will be automated. ^[11]
It’s estimated that by 2020, Over60%of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[11]
30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[11]
37%of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[11]
30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[11]
77%of consumers report having used a self. ^[11]
According to Experian Marketing Services , approximately 50% of people aged 18 to 24 find a text conversation just as meaningful as a phone call. ^[12]
Did you know that 78% of people wish they could have a text conversation with a business ?. ^[12]
According to the Pew Research Center , texting is the most widelyand frequently used app on a smartphone, with 97% of smartphone owners using it at least once a day. ^[12]
90 % of all text messages are read in under 3 minutes. ^[12]
Additionally, people are far more likely to respond to a text rather than an email with text messages receiving a 45% response rate and email only 6%. ^[12]

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

Reference

superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
hoteltechreport – https://hoteltechreport.com/news/guest-messaging-statistics.
benbria – https://benbria.com/statistics-guest-data-personalization/.
criton – https://www.criton.com/news-hub/push-notifications-in-app-messages-statistics-benefits-and-how-to-use-them/.
rebrandly – https://blog.rebrandly.com/12-sms-text-message-marketing-statistics/.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
forbes – https://www.forbes.com/sites/blakemorgan/2020/02/18/50-stats-showing-the-power-of-personalization/.
reviewpro – https://www.reviewpro.com/blog/reputation-research-statistics/.
textmagic – https://www.textmagic.com/blog/text-messaging-statistics-for-businesses/.
salesforce – https://www.salesforce.com/blog/customer-service-stats/.
airbnb – https://www.airbnb.com/help/article/430/what-are-response-rate-and-response-time-and-how-are-they-calculated.
nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
kipsu – https://www.kipsu.com/blog/mind-blowing-statistics-that-prove-the-value-of-texting-for-service-brands.

How Useful is Guest Messaging

One of the most significant advantages of guest messaging is its convenience and accessibility. With the click of a button, guests can easily reach out to businesses for inquiries, requests, or feedback, without the hassle of navigating phone menus or waiting on hold. This instant connection not only saves time for both parties but also allows for more efficient and effective communication. Whether it’s booking a reservation, requesting an amenity, or simply asking a question, guest messaging provides a seamless and convenient way for guests to interact with businesses and resolve their needs promptly.

Furthermore, guest messaging offers a level of flexibility that traditional communication methods simply cannot match. Guests can reach out to businesses at any time of the day or night, regardless of business hours, making it easier for them to receive assistance whenever they need it. This 24/7 availability ensures that guests feel taken care of and supported throughout their entire stay, enhancing their overall experience and satisfaction.

In addition to its convenience and accessibility, guest messaging also has the potential to improve operational efficiency and streamline communication within businesses. By centralizing all guest inquiries and requests in one platform, businesses can better manage and prioritize their responses, ensuring that no guest concern goes unnoticed or unaddressed. This centralized communication system not only facilitates quick and effective problem-solving but also allows businesses to track trends, gather feedback, and identify areas for improvement, ultimately enhancing the overall guest experience.

Perhaps one of the most underrated benefits of guest messaging is its ability to foster personalized interactions between businesses and guests. Through tailored responses and individualized communication, businesses can create a more intimate and welcoming atmosphere that resonates with guests on a personal level. By addressing guests by name, anticipating their needs, and offering personalized recommendations, businesses can cultivate a sense of loyalty and connection that goes beyond the transactional nature of ordinary customer service interactions.

In conclusion, guest messaging is a valuable tool that enhances customer service, streamlines operations, and fosters personalized interactions between businesses and their clientele. Its convenience, accessibility, flexibility, and potential for personalization make it an indispensable communication channel in today’s digital world. As businesses continue to adapt to changing consumer preferences and behaviors, guest messaging will undoubtedly remain an integral part of their communication strategies, enhancing the overall guest experience and setting them apart in a competitive market.

In Conclusion

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

Guest Messaging Statistics 2024 – Everything You Need to Know