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Messaging Trends In 2020

Messaging Trends In 2020: Messages have high open-rates. It is as high as 98%. Moreover, 83% of the messages sent are seen within 3 minutes. In a time, when almost everyone has a phone and keeps it with them wherever they go, these statistics are not surprising. This creates a huge opportunity for businesses to communicate with their customers and prospects using messaging channels.

The value of messaging has been evident for quite some time now and several businesses around the world are already leveraging this opportunity to engage with their customers on a day to day basis. Since 2015 messaging has overtaken social media as the most common activity users engage in, on their mobile phones. Messaging apps are effectively setting new trends.

Messaging Trends In 2020

Back in the 1990s

 

Messaging Trends In 2020

 

Over the years, messaging eventually evolved to allow sending of photos, gifs, and even hand-drawn illustrations. With the digital age, instant communication is at its peak. Here’s a quick glimpse of the future of messaging technology and the trends we should expect in 2020.

 Messaging Trends In 2020

Messaging trends in 2020

 

Business Messaging

 

Messaging Trends In 2020

Business Messaging apps such as WeChat, Facebook’s Messenger and WhatsApp, etc. are also adapting to include features that allow quick customer interactions. In the distant future, we are going to see a lot less of people picking up the phone and talking to new brands to either solve a problem or get more information on a product/service.  With advancements in Artificial intelligence, technology will enable businesses to provide more personalized and real-time communication.

Messaging Trends In 2020 

Chatbots

Messaging Trends In 2020

Moreover, according to Google, 61% of people expect brands to deliver personalized experiences. As a result, all companies need to move towards strategically using chatbots and messaging tools like WhatsApp to engage with their customer base. 

85% of consumers will engage with businesses without ever interacting with another human being by the end of 2020.

For companies, chatbots are an easy way to offer additional services. Chatbots enable communication with users through messengers apps and on websites. By using them, businesses can schedule client meetings, provide customer support, answer frequently asked questions and much more, all through their website.

 

Instant Payments

 

Messaging Trends In 2020

The feature of apps and websites that allowed direct payments – such as PayPal is now also available on messaging apps. Users can go about their day-to-day activities, manage their finances and socialize, all through one platform.

Instant payment via messaging apps is a recent advancement. Apple and Facebook messenger allows their users to make payments easily. All you need is a bank account and a debit/credit card to process the payment.

 

Higher security

 

Messaging Trends In 2020

Making instant payments through apps or linking bank accounts surely does make it convenient for customers to perform their daily tasks. But, having all the personal and financial information online, makes security a high priority. The latest trend when it comes to providing privacy and security online is encryption.

Increasingly, Over-The-Top (OTT) messaging apps, which include WhatsApp, WeChat and more, have become end-to-end encrypted. Encryption aims to protect from cyber-attacks. Messages are encoded in a random sequence and can only be read and deciphered with a password or key. WhatsApp Business is end-to-end encrypted.

Another way to increase security is by allowing users to post content that is deleted – as soon as it is viewed or in a certain time frame. Snapchat, for example, immediately deleted chats and photos shared between users. This has increased security among users.

Messaging Trends In 2020

Rich Communication Services (RCS)

 

Messaging Trends In 2020

RCS is intended to surpass SMS. It was formed as a result of a joint effort by several industry players and then taken on by the GSMA in 2008.

RCS’s features include read receipts, location sharing, typing indicators, media uploads, emojis and more. It is designed to work on all mobile operating systems, implement encryption and send messages through Wifi.

Both parties must use a compatible app and network to be able to send and receive RCS messages.

Today’s consumers are more connected with each other and with brands than ever before. As brands evolve their customer engagement strategies, communication with customers on the channels they already use/ prefer will be critical.

Messaging Trends In 2020

 

 

SMS is the most common medium of communication used by enterprises all over the world and will remain a key channel for organizations in 2020.

 

 

SMS will cover communication, payments, content distribution, video sharing, and more. Enterprises are also continuously increasing their use of instant messaging. It is the second most used mobile messaging medium after SMS. The use of other communication channels like outbound voice, email, social media and more will depend on the industry and the target audience. Enterprises need to have keen insights about the latest marketing trends, understand how customers are changing their communication and use this growth to enhance their customer communications.

Messaging Trends In 2020

 

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