In 2020, using messaging channels available on official websites or mobile apps was still the preferred way for users to reach a business. However, **% percent of customers aged between 25 and 39 years old were reported being more likely to use social media messaging apps like WhatsApp or Facebook Messenger for the same purpose. SMS and texting were reportedly more popular among customers aged 40 to 54 years old.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how ÌÇÐÄÆƽâ°æ can support your business.
Zendesk. (March 4, 2021). Leading messaging channels used to message a business by customers worldwide in 2020, by age group [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 02, 2026, from /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. "Leading messaging channels used to message a business by customers worldwide in 2020, by age group." Chart. March 4, 2021. ÌÇÐÄÆƽâ°æ. Accessed August 02, 2026. /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. (2021). Leading messaging channels used to message a business by customers worldwide in 2020, by age group. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 02, 2026. /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk. "Leading Messaging Channels Used to Message a Business by Customers Worldwide in 2020, by Age Group." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 4 Mar 2021, /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
Zendesk, Leading messaging channels used to message a business by customers worldwide in 2020, by age group ÌÇÐÄÆƽâ°æ, /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/ (last visited August 02, 2026)
Leading messaging channels used to message a business by customers worldwide in 2020, by age group [Graph], Zendesk, March 4, 2021. [Online]. Available: /statistics/1260587/top-channels-to-message-businesses-for-customers-worldwide-by-age/
