6,000 consumers in Asia, Europe, and North America were surveyed about how they would like to use technology to talk to brands.
Many businesses do not have this capability just yet and have been slow to catch up to consumers’ preference of messaging over face-to-face interaction.
Internationally, the top three channels that users preferred for messaging were native text messages (47 percent), Facebook Messenger (21 percent), and Whatsapp (18 percent). It is worth noting that the messaging market is fragmented due to each country using different apps to interact with businesses.
Another fascinating finding in the Twilio survey revealed that 85 percent of consumers would like to be able to not only receive messages from businesses, but also be able to answer them using the same messaging.
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