The research report Mobile Consumer Engagement 2020 found that not only do consumers welcome many different types of personalized mobile messages from companies, but they are also 35 times more likely to open them than emails! However, despite this, companies have slowed down their uptake and aren't providing the kind of high-value, real-time messaging that consumers crave.
Our research uncovered what we call the "opportunity gap." This is the gap between how consumers actually use messaging today and how they would like to use it. For example, 62% would like to confirm service appointments using messaging, but only 41% has the ability to do so today. And 70% wants banks to report suspicious activity on their accounts, but only 35% currently receives these types of notifications.
In August 2019, we surveyed 2,300 consumers worldwide and spoke with leaders from customer engagement brands including Oracle, Uber and Adobe to discover the messaging scenarios that consumers find useful and welcome and those that make them nervous. . Key information includes:
People put up with it e-mail unread, unread mobile messages
Consumer 40% claims to have at least 50 unread emails in their inbox , but only 4% says the same about mobile messages.
Customers I'm cautious about app downloads
Consumers 80% say they will only download an app from a company they know and trust, and 72% are concerned that apps are tracking their movements. This And particularly Important to note for companies investing in branded app development.
Mobile device users I'm ready for intense involvement
Businesses are experimenting with personalized video, multimedia messaging, and AI-powered conversations - and consumers are happy with the results. 2 out of 3 who used a chatbot They say they had a positive experience, citing speed and efficiency as the reasons. Most even went so far as to say that a chatbot worked as well for them as a human agent, or better.