New study reveals how businesses use messaging this year

Investment slows in new messaging technologies

business messaging

New study reveals how businesses use messaging this year. Source: unsplash.com

Juniper Research has found that global mobile business messaging traffic will rise by 10% this year to 2.7 trillion, up from 2.5 trillion in 2019.

The report states that mobile business messaging market is comprised of 3 main messaging protocols: SMS, RCS (Rich Communication Services), and OTT (Over-the-Top) messaging apps.

In fact, this growth will be driven by the retail sector. The data states that rising e-commerce sales during the pandemic is leading to an increase in the number of messages sent to customers.

As to retail, mobile business messaging is used to issue order confirmations, dispatch notifications, tracking information, and delivery updates.

The report found that SMS will comprise 98% of all mobile business messaging traffic in 2020.

Although, the investment into alternative protocols, including RCS and OTT messaging, has slowed due to the coronacrisis and expected further economic downturn.

The COVID-19 pandemic has greatly accelerated digital transformation in the retail sector, as footfall in physical locations is predicted to remain stunted by public concern. To fully capitalize on this, brands must create personalized retail experiences through rich media content, subsequently driving consumer loyalty and increasing profits
Scarlett Woodford, research author 

We’ve reported that Wirecard teamed up with websms, a mobile messaging company, enabling payment transactions via SMS or in the chat.

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