The State of Business Messaging: Consumer Expectations That Should Shape Your Platform Strategy
Building the right customer engagement platform starts with understanding what your customers actually want.
Product and platform leaders face a critical question: Which channels and capabilities deserve investment? A survey of 11,056 consumers across 22 markets provides the data to answer with confidence.
42% of consumers value being able to preserve conversation history when messaging a business. 35% want to handle all interactions in one place. And 46% prioritise fast response or real-time support as a primary driver of satisfaction.
For platform teams evaluating technology investments, the consumer demand is quantified: from seamless end-to-end journeys (enjoyment rates exceed 85% for messaging transactions) to integrated commerce experiences (64% prefer purchasing via messaging over physical stores).
Download the 2026 State of Business Messaging report for the consumer insights you need to build customer communication platforms that deliver what users actually want.
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