Discover the current trends in business communication based on over 473 billion interactions. As consumers seek deeper connections with brands, mobile messaging apps, chat apps, and social media are experiencing the fastest growth as the most preferred conversational channels between businesses and customers.

Strong growth for APAC in mobile app messaging:

• +421% WhatsApp
• +175% chat apps
• +131% social media

Key Takeaways:

• Customer Journey Conversations: Brands are breaking down communication barriers with an omnichannel approach.
• Communication Channel Trends: Chat apps are the most commonly used to provide customer service.
• AI Strategies: Customers are happy to engage with virtual assistants if they receive immediate responses in return.
• Regional Spotlight: Strong growth in mobile app messaging platforms such as WhatsApp, social media, and other chat apps in the Asia Pacific.

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