Future of Work News

Mobile Messaging to Take Over Digital Commerce in 2023


As we move into the next calendar year, ideas on what this will look like are already emerging.

Chat Commerce provider Clickatell announced the top trends it predicts will happen in 2023 in terms of mobile messaging and digital commerce.

Clickatell provides a low/no-code, feature-rich Chat Commerce platform that helps businesses to connect, interact and transact with consumers from anywhere using chat. 

After conducting research on customer service trends and preferences in travel and retail sectors, the company has created a list of 5 mobile messaging trends it says will lead in 2023 to both help businesses grow and maintain customer loyalty.

As consumers have now become accustomed to shopping online - from the web or mobile devices, the next move is an even more convenient experience as they look for goods and services to purchase. This, according to Clickatell, is where Chat commerce will shine.

Consumers are engaging with their favorite brands within the messaging apps they use every day and mixing this with purchasing experiences makes sense. Now shoppers don’t have to use a different application or device to get their shopping done and that type of convenience will drive the market. In addition to shopping, they’re also looking to get promotional offers, shipping updates and other details delivered right to their messaging apps.

"Consumers live on their mobile phones, especially in mobile messaging apps. As consumer behavior continues to trend toward engaging with brands within messaging apps, the need for a business to invest in a custom mobile app will become less viable. Mobile messaging apps will become the Super App in 2023 and beyond, going beyond linear message threads to deliver the full range of commerce experiences, allowing consumers to receive special offers, make immediate purchases, coordinate item drop-off and pick-up, and contact customer service, delivering satisfying, personalized experiences across the entire customer lifecycle," said Jennifer Shambroom, CMO at Clickatell.

“Retailers need to be meeting consumer expectations and that points to messaging commerce," said Shambroom.

According to Clickatell's Chat Commerce Trends Report: Retail Edition, “51% of consumers want access to special offers via mobile messaging and 46% of consumers want to receive personalized promotions for things like last-minute deals.

What does this mean for brands? Investing in and refining mobile messaging will be crucial as consumers look to interact with brands via messaging channels that are as convenient as talking with a friend.

Edited by Greg Tavarez

Future of Work Contributor

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