66% of people have used a messaging app to communicate with a businesses

Listen to chatbot evangelists long enough and you will hear some say that one day, it will be completely normal for people to chat with brands and businesses. According to the Mobile Messaging 2016 released Tuesday, it’s already happening.
A survey of 6,000 people from nine countries included in the report found that 66 percent of consumers have used a chat app to communicate with a business. Among SMS users that number grows to 74 percent.
Above: Credit: MEF
When respondents were asked if they had been in touch with a business in the last year, 35 percent said they did so with a messaging app and 24 percent via SMS. That experience varies from country to country.
Among top forms of communication with business, one in three have received messages or chatted with a banking or financial institution, while 30 percent have used their phones for two-factor authentication.
Above: Credit: MEF
Health messaging is a key area of growth, the study found, since 15 percent of consumers studied globally have received a message from a healthcare provider via SMS, and 12 percent via chat app.
The most popular services for communication between individuals surveyed are Facebook Messenger (56 percent), WhatsApp (50 percent), and SMS (42 percent).
Above: Credit: MEF
Despite a dominance in chat apps of tech giants like Tencent and Facebook, the report asserts that mobile messaging is not yet a mature market. This plus the ease at which a person can download a chat app means the market is not yet mature.
“So there does seem to be scope for new apps to grab some market share. And the ongoing rise in smartphone ownership and the roll-out of 3G and data bundles should provide market opportunities for all,” the report found.
The report comes from mobile trade group Mobile Ecosystem Forum (MEF) and was compiled as part of its Future of Messaging program. Based in London, MEF supporters include Twilio, SMS company Mblox, and other companies in the mobile space around the world.
Messaging on any channel is a “clear opportunity for growth, with 24 percent of SMS users and 35 percent of chat app users currently unengaged,” said MEF CEO Rimma Perelmuter in a statement.
AI. Messaging. Bots. Arm yourself for the next paradigm shift at MobileBeat 2016. July 12-13 at The Village in San Francisco. Reserve your place here.
66% of people have used a messaging app to communicate with a businesses
66% of people have used a messaging app to communicate with a businesses



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