There are about 6.5 billion smartphones in the world today, which makes your mobile commerce strategy critical. However, if you focus only on your mobile site or app, you could be missing out on an important mobile commerce channel: messaging. A 2021 study from Gartner said that 80% of customer service organizations say they’ll abandon their native mobile apps in favor of messaging apps by 2025.
The reason? That’s where their customers are.
Because messaging is a daily activity for almost every shopper, it’s a critical customer touchpoint to get right. But while many brands approach their messaging strategy as a way to improve the customer experience through more responsive customer support, you could be leaving money on the table. Messaging can play an active role across the entire customer journey — from marketing and pre-purchase support to making the sale.