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.

The Result: Messaging Platforms have arrived in the German Sme sector and companies have acknowledged the potential of WhatsApp as a growth driver.

Messaging platforms allow companies to combine different communication channels in a unified software application and take advantage of business messaging with popular services like WhatsApp.

Together with our partner 360dialog, we offer insight into the general use of WhatsApp on the German and international market and the use of the messaging tools in large retail companies.

Im folgenden finden Sie die wichtigsten Informationen.
Der vollständige Report ist als PDF-Download verfügbar.

Die meisten Nachrichten werden
über WhatsApp versendet & empfangen

WhatsApp ist der meistgenutzte Kommunikationskanal für versendete und empfangene Nachrichten. Über 70% der ausgehenden Nachrichten werden via WhatsApp versendet. Auch bei Kunden und Interessenten ist WhatsApp für den Kontakt mit Unternehmen populär. 65% aller eingehenden Anfragen erfolgen über den Messenger.

Klassische Kanäle können trotzdem von Relevanz sein - knapp 20% aller eingehenden Nachrichten werden via E-Mail übermittelt.

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

Reaktionszeit WhatsApp
(Median)

45.2 minutes

Reaktionszeit E-Mail
(Median)

360dialog: WhatsApp Business is becoming increasingly popular on the German market

360dialog shows, how the use of WhatsApp Business via API has increased on the German market in the past year and what status the messenger has internationally. In Germany alone, an increase of more than 50% in new WhatsApp Business API accounts was registered. The volume of messages sent also increased by 20%.

+57%

WhatsApp Business API
Accounts

+20%

WhatsApp Business
Nachrichten

Der WhatsApp Newsletter
gewinnt an Bedeutung

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.

Methodology:

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.

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