In 2020, social messaging became increasingly popular among customers to reach a business, with *** percent more customers compared to 2019 reportedly using channels like WhatsApp and Facebook Messenger for this purpose. SMS and texting experienced a ** percent year-over-year increase in popularity among customers, while in-app messaging was used by ** percent more of customers in need to contact a business in the examined period.
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Zendesk. (March 4, 2021). Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 24, 2026, from /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. "Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth." Chart. March 4, 2021. ÌÇÐÄÆƽâ°æ. Accessed July 24, 2026. /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. (2021). Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 24, 2026. /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk. "Leading Messaging Channels Used by Customers Worldwide to Contact Businesses in 2020, by Year-over Year Usage Growth." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 4 Mar 2021, /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
Zendesk, Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth ÌÇÐÄÆƽâ°æ, /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/ (last visited July 24, 2026)
Leading messaging channels used by customers worldwide to contact businesses in 2020, by year-over year usage growth [Graph], Zendesk, March 4, 2021. [Online]. Available: /statistics/1260598/top-messaging-channels-for-customer-by-yoy-growth/
