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Report

2020 Consumer Preferences: How they view Conversational Commerce and AI

Download a full global survey of 5,000+ consumers that shows how this turbulent year has changed their attitudes and behaviors when it comes to messaging, AI, and chatbots below.

consumer preferences 2020 survey cover
2020 Consumer Preference: messaging is global

Global interest in messaging with brands is an all-time high

Majority of all ages prefer to message with brands

Consumers of all ages report increased interest in messaging with brands

Conversational AI use cases are expanding from customer care into marketing and sales

Consumers are more likely to do business and spend more if a brand offers messaging vs. phone calls.

71% of consumers are more likely to do business with a company that allows them to message rather than call.

The vast majority of consumers say they’d be more likely to do business with a company that allows them to message rather than call.

75% of consumers are more likely to spend more with a brand that offers messaging instead of phone calls

The vast majority also report a higher likelihood of spending more with a brand that offers messaging instead of phone calls.