Clickatell Predicts Mobile Messaging to be the Next Big Channel for Digital Commerce in 2023

Strategic mobile messaging in CX will help brands accelerate business growth in 2023 and beyond

REDWOOD CITY, California., December 14, 2022 /PRNewswire/ — Clickatell, a Chat Commerce and business messaging leader, has researched customer service trends and preferences for travel and retail and identified that brands that personalize both their digital and in-person commerce experiences can generate more meaningful and lasting customer relationships. In 2023, mobile messaging will emerge as the ideal channel to create these holistic commerce experiences for consumers, as well as accelerate business demand and grow revenue, according to Clickatell’s leaders. These and the five additional mobile messaging trends are likely to be the most relevant priorities in 2023 to help brands build and maintain consumer loyalty.

1. Chat Commerce is the next wave of digital commerce
“The next wave of digital commerce will emerge strongly in 2023. Shopping digitally, whether on the web or on a mobile device, is now widely adopted by consumers. But strong consumer demand for even more convenient shopping will make 2023 the tipping point for Chat Commerce, with more consumers engaging with their favorite brands within the messaging apps they use every day, such as SMS, Apple Messages and WhatsApp. In 2023, the commerce experience within messaging apps will evolve to be more functional, with experiences that rival those of other mobile apps,” said Pieter de VilliersCEO and co-founder at Clickatell.

2. Convenience adds a critical layer of satisfaction for consumers
“Brands add a layer of convenience by offering a real-time mobile option for consumers to receive order updates, new offers and the ability to simply shop and transact through the messaging channels they already use on a daily basis, rather than for sale at a separate digital destination, such as a website or mobile app According to Clickatell’s Chat Commerce Trends Report: Retail Edition, 51% of consumers want access to special offers via mobile messaging and 46% of consumers want to receive personalized promotions for things like last-minute deals. Retailers have to meet consumer expectations and this indicates message trading,” said Jennifer ShambroomCMO at Clickatell.

3. Providing customer support exclusively online is a smart move
“With rising costs and labor shortages, brands are looking for ways to simplify and consolidate, and using mobile messaging with chatbots and the convenience of asynchronous communication with customers is a good decision. Millennials and Gen Z are more likely to see messaging as a preferred communication channel. Our Chat Commerce Trends Report: CX Edition revealed that 99% of customer service managers recognize the benefits of using chat with customers to enhance customer experience and drive revenue and growth for their businesses. Furthermore, with increasing expectations of customer service departments to generate sales revenue, mobile messaging provides a seamless and secure place for transactions that enables representatives to support customers along their entire path to purchase, while also encouraging the opportunity for increased sales,” said De Villiers .

4. Consumers want to use mobile messaging to make payments
“Commerce within mobile messages is becoming the preferred way for consumers to shop, consider 71% of retail traffic and generation 61% of online shopping orders. In 2023, brands will need to double down on mobile, and mobile messaging channels are the place to focus. Consumers want to use mobile messaging with a retail company if it’s as convenient as chatting with a friend,” said De Villiers.

5. Mobile messaging apps are the new super app
“Consumers live on their phones, especially in mobile messaging apps. As consumer behavior continues to trend toward engaging with brands within messaging apps, the need for a business to invest in a custom mobile app will become less viable. Mobile messaging apps will become the Super app in 2023 and beyond, which goes beyond linear messaging to deliver the full range of commerce experiences, enabling consumers to receive special offers, make instant purchases, coordinate item drop-off and pick-up, and contact customer service , which delivers satisfying, personalized experiences across the entire customer lifecycle,” Shambroom said.

About Clickatell

Clickatell is the global Chat Commerce leader that enables businesses to engage, communicate and transact with consumers anytime, anywhere. The low / no-code, feature-rich Chat Commerce Platform sits at the intersection of communication (CPaaS, CCaaS) and commerce (digital payments). Clickatell serves more than 10,000 customers, including Fortune 50 brands. Clickatell is headquartered in Silicon Valley, California, with offices in Canada, South Africa and Nigeria. Learn more at www.clickatell.com.

Media contacts

1. clickatell, Andrea Mahoney, [email protected]+1415-846-1543
2. clickatell, Nadia Louw, [email protected]+2721-036-1958

SOURCE Clickatell