In the near future, mobile messaging is set to become a leading platform that enables brands to provide deeply personalized experiences for both digital and in-person commerce. According to industry experts at Clickatell, this trend is predicted to reach its peak around 2023 as it will allow companies to create meaningful customer relationships, drive business demand and boost revenue growth. This 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 strongly emerge in 2023. Shopping digitally, whether on the web or on a mobile device, is now widely adopted by consumers. But strong demand by consumers 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 that of other mobile apps,” said Pieter de Villiers, CEO 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 daily, rather than shopping at a separate digital destination such as a website or mobile app. According to Clickatell’s Chat Commerce Trends Report: Retail Edition, 51% (https://bit.ly/3BEm2Bb) of consumers want access to special offers via mobile messaging and 46% (https://bit.ly/3PBf7ys) of consumers want to receive personalized promotions for things like last-minute deals. Retailers need to be meeting consumer expectations and that points to messaging commerce,” said Jennifer Shambroom, CMO at Clickatell.
3. Providing customer service exclusively online is a smart move
“With increasing costs and labor shortages, brands are looking for ways to simplify and consolidate, and leveraging mobile messaging with chatbots and the convenience of asynchronous communication with customers is a good decision. Millennials and Gen Z are more likely to view messaging as a preferred communication channel. Our Chat Commerce Trends Report: CX Edition (https://bit.ly/
4. Consumers want to use mobile messaging to make payments
“Commerce within mobile messaging is becoming the preferred way for consumers to shop, accounting for 71% (https://bit.ly/
5. Mobile messaging apps are the new super app
“Consumers live on their mobile 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, going beyond linear message threads to deliver the full range of commerce experiences, allowing consumers to receive special offers, make immediate purchases, coordinate item drop-off and pick-up, and contact customer service, delivering satisfying, personalized experiences across the entire customer lifecycle,” said Shambroom.
