Share of customers using selected messaging channels to reach a business 2020, by age
In 2020, using messaging channels available on official websites or mobile apps was still the preferred way for users to reach a business. However, 39% percent of customers aged between 25 and 39 years old were reported being more likely to use social media messaging apps like WhatsApp or Facebook Messenger for the same purpose. SMS and texting were reportedly more popular among customers aged 40 to 54 years old.
