In 2020, more companies than in the previous year added messaging channels to their customer service in an effort to maintain the communication channels open after the coronavirus global outbreak. During this time, social messaging channels became one of the favorite communication outlets for customers and companies alike. In 2020, 62 percent more companies compared to the previous year used WhatsApp for their customer service communication, while companies using Facebook Messenger increased by 51 percent.
Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth
Basic Account
Get to know the platform
You only have access to basic statistics.
This statistic is not included in your account.
Starter Account
The ideal entry-level account for individual users
- Instant access to 1m statistics
- Download in XLS, PDF & PNG format
- Detailed references
$59 USD $39 USD / Month *
in the first 12 months
Professional Account
Full access
Corporate solution including all features.
* Prices do not include sales tax.
Statistics on Mobile messenger and communication apps
Overview
4
Benchmark
8
- Premium Statistic Most popular Google Play app categories 2022
- Basic Statistic Most popular Apple App Store categories 2022
- Basic Statistic Most popular global mobile messaging apps 2022
- Premium Statistic Most popular messenger apps worldwide 2022, by downloads
- Premium Statistic Most popular messenger apps worldwide 2022, by IAP revenue
- Premium Statistic Leading Android communication apps worldwide 2022, by downloads
- Premium Statistic Leading Android communication apps worldwide 2022, by revenue
- Premium Statistic Leading iPhone social media apps worldwide 2022, by downloads
Usage and reach
7
- Premium Statistic Mobile messaging usage reach 2021, by country
- Premium Statistic U.S. adult daily mobile messaging app engagement 2018-2022
- Premium Statistic Messenger usage by brand in the U.S. 2022
- Premium Statistic Reach of most popular U.S. smartphone apps 2023
- Basic Statistic Global third-party mobile app usage to make voice calls 2021
- Premium Statistic Mobile video calls usage reach worldwide 2021, by region
- Basic Statistic Mobile video call usage reach 2021, by age and gender
Mainstream messengers
8
- Premium Statistic Monthly global unique WhatsApp users 2020-2022
- Basic Statistic Number of monthly active WhatsApp users 2013-2020
- Premium Statistic WhatsApp: monthly usage in selected markets Q3 2021
- Basic Statistic Global WhatsApp iOS downloads Q2 2022, by region
- Basic Statistic Global WhatsApp Google Play downloads Q2 2022, by region
- Premium Statistic Annual app downloads of Facebook Messenger 2015-2021, by region
- Premium Statistic Global IAP revenue of Facebook Messenger 2017-2022
- Premium Statistic U.S. Facebook Messenger users 2022, by age group
Privacy focus
6
- Premium Statistic WhatsApp, Telegram, and Signal: daily active user (DAU) growth 2021
- Premium Statistic Telegram global downloads 2022, by region
- Basic Statistic Most popular Telegram channel categories 2021
- Premium Statistic Telegram user distribution 2021, by age group
- Premium Statistic Monthly installs of Signal worldwide 2020-2021
- Premium Statistic Signal global downloads 2020-2022, by region
Regional spotlight: Messaging apps in East Asia
8
- Premium Statistic Most popular mobile messenger apps based in Asia 2021
- Premium Statistic Monthly active users of leading messaging apps in China 2021
- Premium Statistic Number of active WeChat messenger accounts Q2 2011-Q3 2022
- Premium Statistic Number of monthly active smart devices of Tencent QQ 2014-2021
- Premium Statistic Monthly app downloads of LINE in Japan 2022
- Premium Statistic Most used mobile messaging apps South Korea 2021
- Premium Statistic Number of monthly active users of KakaoTalk in South Korea 2015-2021
- Premium Statistic Kakaotalk number of monthly active users worldwide 2013-2021, by quarter
Video call and conferencing apps
4
- Premium Statistic Zoom mobile app global downloads as of Q1 2022, by region
- Premium Statistic Microsoft Teams mobile app global downloads as of Q1 2022, by region
- Premium Statistic Zoom, Microsoft Teams, and Google Meet: cumulative app installs Q2 2021
- Premium Statistic Video call fatigue in the U.S. and UK 2022, by type of call
Spotlight: Messenger apps for work
8
- Premium Statistic Global communication tools and channels used for work 2021, by frequency
- Premium Statistic Preferred business communication methods for global smartphone users 2020-2021
- Premium Statistic Attitudes of smartphone users worldwide towards mobile commercial messages 2021
- Premium Statistic Channels consumers use to contact brands in the U.S. 2022
- Premium Statistic Leading channels to contact businesses for consumers in U.S. and Australia 2021
- Premium Statistic WhatsApp Business global downloads 2018-2021
- Premium Statistic WhatsApp Business: average revenue per user 2021, by region
- Premium Statistic Global WhatsApp Business revenues 2021, by region
Further related statistics
18
- Number of mobile instant messaging apps used per week by French users 2014
- Weekly number of instant messenger apps used in Spain 2014
- Increased use of instant messaging: reasons in Spain 2014
- Market size of AI chat robot service in China 2018-2022
- Customer preference for online service between person and chatbot 2017
- Monthly active users of Momo app 2012-2021
- Uploading photographs weekly in selected Nordic countries 2017-2018
- Share of major companies offering live chat in Finland 2013-2018
- Daily usage of instant messaging apps in the Nordic countries 2018
- Frequency of IP messaging share in Egypt 2015
- Facebook messenger app usage South Korea 2021, by age
- Frequency of IP messaging share in Israel 2015
- Facebook messenger app usage South Korea 2019, by gender
- Frequency of IP messaging share in Saudi Arabia 2015
- Organizations' CX capability evaluation by customers worldwide 2019
- Price of a pack of cigarettes in Poland compared to selected countries worldwide 2021
- Global styrene-butadiene-rubber market size 2020-2025
- Benefits from an improving CX capability on organizations worldwide 2019
Further Content: You might find this interesting as well
Statistics
- Number of mobile instant messaging apps used per week by French users 2014
- Weekly number of instant messenger apps used in Spain 2014
- Increased use of instant messaging: reasons in Spain 2014
- Market size of AI chat robot service in China 2018-2022
- Customer preference for online service between person and chatbot 2017
- Monthly active users of Momo app 2012-2021
- Uploading photographs weekly in selected Nordic countries 2017-2018
- Share of major companies offering live chat in Finland 2013-2018
- Daily usage of instant messaging apps in the Nordic countries 2018
- Frequency of IP messaging share in Egypt 2015
- Facebook messenger app usage South Korea 2021, by age
- Frequency of IP messaging share in Israel 2015
- Facebook messenger app usage South Korea 2019, by gender
- Frequency of IP messaging share in Saudi Arabia 2015
- Organizations' CX capability evaluation by customers worldwide 2019
- Price of a pack of cigarettes in Poland compared to selected countries worldwide 2021
- Global styrene-butadiene-rubber market size 2020-2025
- Benefits from an improving CX capability on organizations worldwide 2019
Zendesk. (March 4, 2021). Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth [Graph]. In Statista. Retrieved February 03, 2023, from https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. "Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth." Chart. March 4, 2021. Statista. Accessed February 03, 2023. https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. (2021). Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth. Statista. Statista Inc.. Accessed: February 03, 2023. https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. "Leading Messaging Channels Used for Customer Service by Companies Worldwide in 2020, by Year-over Year Usage Growth." Statista, Statista Inc., 4 Mar 2021, https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk, Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth Statista, https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/ (last visited February 03, 2023)
Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth [Graph], Zendesk, March 4, 2021. [Online]. Available: https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/