The new mobile messaging channels: the infographic
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Introduction
Mobile messaging is constantly evolving. Many new channels have appeared recently: RCSTTS, WhatsApp Business, VMS, push notifications... This multiplication of ways to reach customers is obviously an opportunity, but each channel has its own characteristics and advantages. So it's a good idea to be familiar with these channels to exploit their full potential.
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smsmode©️ wanted to find out more about marketing professionals' vision and knowledge of these new channels. Our platform therefore surveyed its customers during the period from July 9 to September 7, 2021.
The new mobile messaging channels
Among all the newcomers, the channel that stands out is WhatsApp Business (known by 73% of those surveyed). Its popularity is obviously helped by the fact that it is the "Customer Care" version of WhatsApp, the world's most popular instant messaging application, with 2 billion monthly users.
Behind the "star" of our survey the gap widens, with TTS at 34% and push notifications (31%) closing the podium.
While the relative anonymity of VMS (voice messaging system) comes as no great surprise (27% of those questioned said they were familiar with it), the fact that RCS was only known by 12% of participants is more surprising, given that this protocol is designated as the successor to SMS, with already 16 million compatible mobiles in France and 30 million by 2023.
Little-known channels, but seen in a very positive light
The novelty of these new channels in no way diminishes the willingness of professionals to integrate them into their marketing strategy. Nearly half of those questioned believe that the new channels enable better customer retention. Just as many believe that these new channels should reach the level of SMS within 2 years, and that it is now essential to develop an omnichannel strategy.
Similarly, although the RCS is little known among professionals, it is nonetheless highly appreciated by those who know about it or have received it, offering a genuine alternative to the MMS for sending media. 90% of those who have received this type of message are satisfied or extremely satisfied with the experience.
In essence, while the new mobile messaging channels have moderate awareness overall, they are highly valued by those who know about them.
It is certain that their arrival in the middle of a pandemic did not help to make them known, but the need for interactivity in customer relations and the democratisation of chatbots should allow these new channels, RCS and WhatsApp Business in particular, to become essential in the years to come.
Discovering new channels
Want to know all about the new mobile messaging channels?
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Want to find out more about RCS and discover this revolutionary channel?
Access our PDF presentation.
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