Title: Messaging trends 2023

URL: https://www.infobip.com/downloads/messaging-trends-2023

# Messaging trends 2023

Discover the current trends in business communication based on interactions that took place on our platform.*

*2021 vs 2022

[ Download report ](#downloadtrendreport)

## The era of conversational everything  

Consumer habits have evolved at a rapid pace – and continue to evolve as we experience further advancements in technology.  

The days of consumers finding brands in-person or online are over. Now, they expect brands to find them in the spaces they prefer. Communication channels, automation, and personalization all play important roles in building experiences that drive loyalty and retention.  

We’ve entered the era of conversational everything – whether for marketing, support, or sales, customers want a conversation with a brand on the channels they already use. For customers, the benefits are clear. They get richer, more convenient, and more personalized experiences. Meanwhile, businesses and brands benefit from customer loyalty and ultimately stronger sales. 

## The business messaging landscape

Whether you want to reach your target audience withpersonalized campaigns, use digital channels as your newsales channel, or maintain customer loyalty with cost-effectivesolutions - there's a channel that best suits the ways you wantto connect with customers

2x

 increase in Voice interactions for **customer engagement**



 2x

 increase in **chatbot interactions** on Google’s Business Messages



 2x

 increase in Apple Messages for Business **customer support** interactions

## Omnichannel leads to conversational adoption

## Omnichannel maturity  

56%

 of companies use more than one channel to communicate with customers



 29%

 use SMS + WhatsApp



 14%

 use Email + SMS

## Omnichannel maturity  

Percentage of companies that have adopted more than one channel on our platform 

58%

 Banking and finance

55%

 Retail and eCommerce

53%

 Transportation and logistics

59%

 Telecoms

## Customer communication on a global scale

Still, there is no one-size-fits-all approach to the right omnichannel strategy. Different channels are popular in different countries and regions. But although we’ve grown accustomed to this, we’ve recently seen high growth for specific channels in countries we wouldn’t normally expect.

## An approach for B2B platforms