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.


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
+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.

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.
Use Superchat to get the most out of every customer interaction. Get started today.
