We are living in a world where mobile messaging has become the key to a great customer service experience across industries. The pandemic has shifted how both consumers and businesses view the messaging channel, propelling it into a new realm.
This presents a considerable opportunity for carriers to capitalize on the changing landscape by leveraging messaging as a platform (MaaP) to not only improve customer care programs but to also drive a new wave of proactive revenue opportunities. The entire messaging value chain must be reconsidered by the mobile industry to seize the opportunities that rich messaging is creating.
Mobile Sales Continue to Climb
We know the mobile device has become an important tool for consumers’ everyday life activities. We rely on our smartphones for everything from shopping and ordering takeout to remote monitoring of our video doorbell and Sour smart refrigerator. So it shouldn’t come as a huge surprise that the number of sales conducted via mobile has continued to grow. In fact, a third of all online purchases were made through smartphones last year. This trend was sustained through traditional brick-and-mortar shopping days like Black Friday, which brought in nearly 43% ($3.7 billion) of eCommerce revenue from mobile sales in 2021.1 In this new mobile-commerce world, it’s more important than ever for carriers to innovate like their life depends on it — because frankly, it does.