Clickatell’s Chat Commerce Trends Report reveals that more than 8 in 10 millennials want to make purchases on chat
REDWOOD CITY, Calif., June 9, 2021 -- Clickatell, the leader in mobile communications and chat commerce, released its second Chat Commerce Trends Report and, according to the findings, chat is the next big thing for U.S commerce with 82% of millennials wanting to make purchases via chat apps like the ones they use to talk to friends and family. Already, 88% of millennials use chat to communicate with businesses, underscoring chat as a channel of choice.
The Chat Commerce Trends Report, based on a survey of more than 1,000 U.S. millennials conducted by Dimensional Research in partnership with Clickatell, underscores that younger consumers are ready to move to chat not only for customer service but to also complete business transactions.
Clickatell’s latest report reveals that 93% of millennials have identified significant benefits to doing business on chat:
48% save time and easily get a quick response
43% respond to a chat when it is convenient for them
41% keep all conversations in the same place
38% use an app that they are already using on a regular basis
36% want conversations in one place so any agent can pick up with all history immediately
34% don't need to install other apps
25% want businesses to easily verify their identity or personal information
24% want businesses to send offers specific to them or their account
19% don't want to speak to a live person
Meeting Consumers Where They Are: On Chat
A full 71% of millennials use chat apps daily, led by Facebook Messenger, Apple iMessage, WhatsApp, Snapchat and Instagram Chat, the research shows. This is occurring at a time when more than 6.1 billion monthly active chat users outnumber the over 4.6 billion Internet users, according to Statista 2021.
“Younger consumers have moved to chat and are ready to do business on chat,” said Pieter de Villiers, CEO and Co-Founder of Clickatell. “This research shows they value the convenience and speed of doing business via their favorite chat apps. Businesses will gain a competitive edge by meeting this increasingly influential group of consumers where they are, which is on chat.”
While millennials are ready, businesses have work to do, the research reveals. Only 10% of millennials say brands “always” offer the digital communication channel of their choice—including chat app, social media and phone.
Other results of the research show that:
89% of millennials want to do business on chat
54% of millennials have received a message through a chat app about an order pickup, delivery or package arrival
38% have received a link via chat to make a payment
41% have used a link via chat to book or confirm an order, appointment or a reservation
The survey results mirror sentiments by research firm Gartner stated in a recent report, ‘What is the Future of Advanced Messaging in CPaaS Solutions?’ “Advanced messaging APIs constituting of apps, such as WhatsApp Business, Facebook Messenger, WeChat, RCS, RBM, ABC, Signal, Telegram, and Viber, are growing at a significantly faster pace (approximately 90% CAGR), and are projected to reach approximately $800 million by 2024. One key reason for this trend is that end users are increasingly turning to more advanced messaging channels for their daily conversations. Therefore, advanced messaging is a key way for enterprises to reach customers.”1
“The macro drivers turning chat commerce into the next big thing are aligning. Consumers are broadly using chat apps with friends and family, they want to do the same with businesses, and leading brands are experimenting,” de Villiers said. “We’ll see increasingly rapid uptake in the months and years ahead. In the not-so-distant future, chat apps and commerce will be indelibly linked.”
Chat apps work across industries, the research shows. The top things consumers want to do most via chat app include making hotel or airline reservations, asking questions of banks and retailers, and ordering from restaurants.
To view more information about the Chat Commerce Trends Report, please click here.
 Gartner, ‘What Is The Future of Advanced Messaging in CPaaS Solutions?’, Lisa Unden-Farboud, Daniel O’Connell, May 06, 2021
We create a better world through technology, making commerce in chat accessible for everyone, everywhere. Consumers can now connect with brands to find goods and services, make purchases, track orders, and resolve issues with a simple text or chat. No need for cash, phone calls, in-person interactions, or apps. Founded in 2000 with now over 10,000 customers, Clickatell is powering the digital commerce transformation through Chat Commerce. Clickatell is headquartered in Silicon Valley, CA and has offices in Canada, South Africa, and Nigeria (www.clickatell.com).
Clickatell, Nadia Louw, email@example.com, +27 (21) 910 7700
Clickatell, Andrea Mahoney, firstname.lastname@example.org, 415-846-1543
SMS and two-way channels, automation, call center integration, payments - do it all with Clickatell's Chat Commerce platform.