Mapping the Future of Business Messaging (2023)
The Superchat Report analyzes the usage behavior of over 1,000 Superchat customers in 2022 and provides insights into various functional areas based on anonymized data.
Most messages are sent & received via WhatsApp
WhatsApp is the most widely used communication channel for sending and receiving messages. Over 70% of outgoing messages are sent via WhatsApp. WhatsApp is also popular with customers and interested parties for contact with companies. 65% of all incoming inquiries are sent via Messenger.
Traditional channels can still be relevant - just under 20% of all incoming messages are sent via email.Distribution of sent messages
Distribution of received messages
Customer messages are answered 2x faster via WhatsApp
Teams prioritize WhatsApp in their day-to-day activities. This becomes evident when looking at the first response time. Users of the Superchat messaging platform respond more than twice as fast to WhatsApp messages in direct comparison with email.
18.2 minutes
Response time WhatsApp
(median)
45.2 minutes
Response time e-mail
(median)
360dialog: WhatsApp Business is becoming increasingly popular on the German market
+57%
WhatsApp Business API
Accounts
+20%
WhatsApp Business
Messages
The WhatsApp newsletter
is gaining in importance
The average number of WhatsApp Newsletters sent increased significantly at the end of 2022. Black Friday and the Christmas holidays are the busiest trading days of the year for many companies.
In this context, companies use WhatsApp campaigns to prepare their target group for upcoming promotional days and to showcase offers directly.
This report is based on internal data on the use of Superchat by customers and partners in 2022. Only usage was analyzed and no personal
data was used for this evaluation. If you have any questions, please contact press@superchat.de.Customer communication rethought.
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