The State of Conversational Commerce in 2022

Mar 23, 2022 Research

by Amelia Poling

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Many brands have adopted SMS marketing in their strategies over the last few years. It can be a powerful channel that can be used throughout the customer journey to drive revenue, deliver personalized experiences, and ultimately, create lasting relationships / loyalty. Recently, Attentive released a report that outlines how SMS marketing can help you. Read the whole report here

The past two years have forever changed how consumers communicate, gather, and shop. 

To better understand what consumers expect from brands (and how brands can deliver on these expectations), Attentive surveyed more than 5,000 US consumers. The report sheds light on how they shop, what they’re looking for when they sign up for loyalty programs, when they prefer to go in-store, and more.

Among the takeaways, two things are certain: Conversational commerce—people-driven experiences that support the customer buying experience—is taking charge, and more consumers than ever are interacting with brands via text messaging. 

Here’s a peek at some of the main findings from the report:

  • 81% of consumers said they’ve opted in to at least one brand’s text message marketing program—a 26% increase from the end of 2020.
  • 63% of consumers who are subscribed to a brand’s SMS program have made a purchase from a text message within the last three months.
  • 41% of consumers said they shop online more than six times per month.
  • 89% of consumers said they participate in hybrid shopping at least some of the time—signaling the trend is here to stay.

Marketers are always looking for the latest ways to expand their marketing tactics with new channels to add to the mix. If you aren’t utilizing SMS marketing already, you’re missing out on a huge opportunity for personalization and strong customer engagement.  Don’t miss out on the entire report and read it now.

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