INFOBIP
New research from global cloud communications platform Infobip reveals how conversational customer experiences and generative AI developments have created a long-lasting impact for how people and brands interact. Infobip analyzed more than 473 billion digital communications interactions on its platform in 2023 between businesses and consumers to identify the latest global business messaging trends.
As consumers look for a deeper connection with the brands they buy from, conversational messaging channels are seeing the fastest growth. In 2023, Infobip recorded a 137% increase in mobile app messages compared to 2022, a 73% rise in social media messages, and a 63% increase in chat app messages. Conversational experiences are increasing throughout the customer journey, whether for marketing, commerce, or support.
WhatsApp remains the primary channel brands use for conversational support, where businesses send 90% of support messages over the chat app. However, brands are diversifying their channel mix, leveraging chat apps in specific regions. Brands are also using conversational AI to provide personalized customer support.
WhatsApp remains the top digital channel for conversational marketing, driven by new features that enable customers to start and complete a purchase in a single WhatsApp chat window. Infobip is also seeing significant increases in other messaging apps such as Telegram, Line, Viber, and Messenger. The data also shows a 29% increase in mobile app messaging for marketing in 2023 compared to 2022.
Ivan Ostojić, Chief Business Officer at Infobip, said: “Our data shows how conversational experiences are rapidly spreading across the globe as businesses roll out marketing, sales, and support use cases. Customers can now seamlessly progress through a journey within a single conversational thread on a chat app or RCS.”
For more information, see: https://www.infobip.com/messaging-trends-report
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240403207536/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Access Advance Announces Major Growth in Its HEVC and VVC Patent Pools24.11.2025 16:10:00 CET | Press release
Access Advance LLC today announced significant expansions of both its HEVC Advance and VVC Advance Patent Pools during the second and third quarters of 2025, underscoring continued industry confidence in the company's balanced and transparent approach to video codec licensing. This growth follows the successful January 2025 launch of Access Advance's Video Distribution Patent ("VDP") Pool, demonstrating the company's expanding role in comprehensive video codec patent licensing solutions. Among the many highlights, Sharp Corporation joined the HEVC Advance Patent Pool as a Licensor, bringing valuable intellectual property assets to the pool's already extensive patent portfolio. Additionally, Huawei Technologies Co., Ltd., already an HEVC Advance Licensor and Licensee, expanded its collaboration with Access Advance by joining the VVC Advance Patent Pool as a Licensee. HP Inc. also expanded its license to include the VVC Advance Patent Pool after previously joining HEVC Advance in 2024, w
Microsize and Schedio Group to Acquire Lonza’s Micro-Macinazione Site in Switzerland24.11.2025 15:05:00 CET | Press release
Microsize, a leading CDMO specializing in particle size reduction and control technologies, today announced it has signed an agreement to acquire Micro-Macinazione (Mic Mac), a dedicated micronization facility in Monteggio, Switzerland, from Lonza. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251124545344/en/ The agreement represents Microsize’s second acquisition from Lonza, following the successful 2022 divestment of its Quakertown, Pennsylvania site. In this transaction, Schedio Group – a Swiss-based provider of jet mills, isolators, spray dryers, and engineering services – is investing alongside Microsize to strengthen and localize its operational base in Europe, advancing a shared vision to lead the next generation of integrated particle engineering solutions. With more than 30 years of experience, Mic Mac has served the pharmaceutical industry with proven GMP-compliant jet milling and micronization capabilities for b
Hytera to Debut S1 E at PMRExpo 202524.11.2025 14:17:00 CET | Press release
Hytera, a leading global provider of critical communications technologies and solutions, today introduced the S1 E, a business-ready, palm-sized two-way radio designed specifically for the retail sector, expanding the portfolio of S Series and providing one more option for retail users to choose for their daily operations. The S1 E will make its debut at PMRExpo, the Europe's premier trade fair for secure, mission- and business-critical communication, taking place from November 25th to 27th, 2025, at Koelnmesse in Cologne, Germany. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251124768341/en/ Hytera New Released Licence-free Analogue Business Radio S1 E Adhering to the S Series’ signature design language, the S1 E combines a stylish, modern, and minimalist aesthetic with practical functionality. Weighing under 85g, the S1 E provides all-day wearing comfort without tugging or weighing down uniforms. Key enhancements and sta
Merck Takes Patient-Directed Approach to Bring Innovation to the Treatment of Rare Neuromuscular Disorder, Generalized Myasthenia Gravis24.11.2025 14:00:00 CET | Press release
Cladribine capsules have the potential to be the first oral treatment for people living with rare, chronic autoimmune neuromuscular disorder, generalized Myasthenia GravisCladribine capsules has received Fast Track designation and Orphan Drug Designation by the US FDAMerck has established an MG patient council to provide insights on how to best meet the needs of patients in the gMG rare disease community Merck, a leading science and technology company, today announced the U.S. Food and Drug Administration (FDA) has granted Fast Track designation for cladribine capsules for the treatment of the rare, chronic autoimmune neuromuscular disorder, generalized Myasthenia Gravis (gMG). In June 2023, the FDA granted Orphan Drug Designation for cladribine capsules for the treatment of gMG. In addition, the Company is actively collaborating with patient organizations and Ad Scientiam, a medical technology company, to support a patient-directed approach to the future management of gMG. If approved
BENEFIT and Ant International Partner to Launch Alipay+ in Bahrain to Achieve Global E-Wallet Connectivity24.11.2025 13:04:00 CET | Press release
Partnership will integrate Alipay+ with BENEFIT, Bahrain’s national QR payment scheme, to enable all Bahraini merchants to accept cross-border digital payments from leading digital wallets and explore outbound payment capabilities. Both parties will explore developing next-generation digital payment framework to support Bahrain’s digital transformation journey. BENEFIT, the Bahraini innovator and a leading company in fintech and electronic financial transactions service, and Ant International, a leading global digital payment, digitisation and financial technology provider, headquartered in Singapore, have partnered to launch cross-border QR payments between Bahrain’s BENEFIT QR payment scheme and Ant International’s global wallet gateway, Alipay+, during 2026 to support the transition toward a more inclusive digital payments ecosystem. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251124405672/en/ (L-R): Hessa Husain, Depu
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom