Messaging services, such as text/SMS and WhatsApp, have become a preferred way for many consumers to contact customer support, reflecting a shift toward digital and convenient communication channels. Recent studies suggest that a significant majority of consumers value these services, with projections indicating they account for a large share of customer interactions. Based on available data from 2024 and 2025 reports, it seems likely that around 61% of consumers prefer messaging services for customer support, as projected by a 2024 Hubtype report for 2025 communications. This figure reflects the growing trend of digital communication, especially post-pandemic, where messaging has risen from the 5th to the 2nd most preferred channel. Other sources indicate 78% of customers use text messaging for company communications, which suggests high adoption and likely preference in customer service contexts. The data shows a range of statistics, with some sources highlighting specific aspects, such as 67% of consumers finding value in messaging through mobile apps and 60% preferring text support over email.
The analysis drew from multiple reputable sources, including market research reports, customer service statistics, and consumer behavior studies. Key sources included Hubtype's 2024 Customer Communication Preferences Report, Khoros' 2024 survey of 1,000 consumers, Help Scout's 2024 customer service statistics, Superagent's insights on text messaging, and Freshdesk's 2024 customer service statistics. Data was collected through web searches and detailed page analyses, focusing on statistics relevant to consumer preferences for messaging services in customer support as of April 2025.
The research revealed a strong trend toward preferring messaging services, with varying percentages depending on the metric (usage, preference, or willingness to switch). Below is a detailed breakdown:
"Personalized, messenger-based support builds the strongest customer relationships"
A significant finding was that 61% of consumers are projected to prefer messaging services over other communication channels by 2025, as reported in their Customer Communication Preferences Report. This projection, based on trends observed in 2024, directly reflects consumer preference for messaging as their primary communication method with businesses. Additionally, supported by a Forrester Study (2021) cited in the report, among customer support leaders 69% belief that personalized, messenger-based support builds the strongest customer relationships.
Khoros' study of 200 enterprise brands and 1,000 consumers found that 67% of consumers found value in messaging a brand through their mobile app, indicating a high level of satisfaction and preference for this channel. This statistic aligns with the growing reliance on mobile app-based messaging for customer support interactions.
Help Scout reported that 78% of customers use text messaging for communicating with companies, based on Salesforce Research. While this is a usage statistic, it strongly correlates with preference in customer service contexts, especially given the context of their customer service focus. This high usage rate suggests that a large majority are choosing messaging services when available.
Superagent provided detailed statistics on text messaging preferences, noting that 60% of consumers prefer to receive support through text rather than via email, and nearly two-thirds (66.67%) would switch to a company offering text messaging as a contact method. Additionally, 43% of consumers will actively choose to text businesses for enquiries or services, further underscoring preference.
Freshdesk highlighted that 68% of WhatsApp users believe it is the most convenient way to engage with a brand, based on their customer service statistics. While specific to WhatsApp, this indicates strong preference among users of this messaging platform, with 40% of consumers citing "multiple options for communicating" as important, including messenger apps.
The data highlights a clear range of consumer preferences for messaging services, with statistics varying from 60% to 78% depending on the specific context and measurement approach. The Hubtype projection of 61% for 2025 represents a balanced view of overall preference, while other metrics show stronger preferences in specific contexts (such as compared to email) or among specific user groups (such as WhatsApp users).
The data highlights a clear shift toward messaging services, driven by the pandemic's acceleration of digital adoption and consumer expectations for speed and convenience. Messaging services offer immediate responses, with 90% of customers considering an immediate response (within 10 minutes) important, as noted in Superagent's insights. This aligns with the 72% of consumers more likely to purchase from shopping sites offering real-time chat messaging. Post-pandemic, messaging has become the 2nd most preferred channel, up from 5th, as per Hubtype, indicating a significant cultural shift. This is further supported by 86% of consumers expecting seamless communication across channels, including messaging, emphasizing the need for businesses to adapt.
"The demand for self-service options is on the rise, but self-service portals place too much of a burden on customers to find what they need. There is an opportunity to make these portals more conversational to avoid channel switching."
Based on the most recent and relevant data, particularly the Hubtype projection of 61% for 2025, it is estimated that approximately 61% of consumers prefer messaging services for customer support. This figure is consistent with other findings (60-78%) and reflects the growing reliance on digital, text-based channels for convenience and efficiency. Businesses are advised to prioritize messaging services to meet consumer expectations and enhance customer satisfaction, given the strong evidence of preference and adoption.