The State of Business Messaging: What 11,000+ Consumers Reveal About the Future of Customer Service
Stop guessing what your customers want. Start knowing.
New global research from a survey of over 11,000 consumers across 22 markets uncovers the customer expectations reshaping business communications in 2026. The findings should change how CX leaders approach every customer interaction.
73% of consumers now say messaging is their preferred way to communicate with a business. Meanwhile, 69% find waiting on hold frustrating and a waste of time. For customer experience teams, the message is clear: legacy channels are creating friction, not resolution.
The opportunity is real: 80% of consumers agree that messaging is a quick and easy way to interact with a brand, and 90% enjoyed getting customer support via messaging in the past month. The data confirms that messaging is now a primary expectation for support and convenience.
Download the 2026 State of Business Messaging report for the consumer insights you need to transform customer service from a cost center into a competitive advantage.
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