of customers tried a new channel in 2020.

Businesses need to engage over the channels that matter most to their customers. With support that’s fast, personal, convenient, and secure, it’s no surprise that messaging has seen an upswell of adoption by both customers and businesses. Customers can get answers when they need them, through apps that are already installed on their phones. And conversations don’t have to take place in real-time, so customers can troubleshoot while they take care of other things like walking the dog or running a Zoom meeting.

With social messaging apps now forecasted to hit 2.77 billion monthly users worldwide, businesses are adopting messaging channels faster than any other, transforming not only how they interact with customers, but also what their customers expect. So what’s changed? And what role should messaging play in your larger support strategy?

To better understand the rapid shifts we’ve seen over the past year, as well as the impact of messaging’s rise on how customers and businesses connect, we took a deeper look at the data that informed Zendesk’s 2021 Customer Experience Trends Report. This includes surveys of customers, agents, customer service leaders, and technology buyers, as well as product data from more than 90,000 companies across 175 countries that power their support operations with Zendesk.