Mapping the Future of Business Messaging (2023)
The Superchat Report analyzes the usage behavior of over 1,000 Superchat customers in 2022 and provides insights into various function areas based on anonymized data.


Below you will find the most important information.
The full report is available as a PDF download.
Most messages are sent
and received via WhatsApp
WhatsApp is the most used communication channel for sent and received messages. Over 70% of outgoing messages are sent via WhatsApp. Among customers and prospects, WhatsApp is also popular for contacting businesses. 65% of all incoming inquiries are made via the messenger.
Traditional channels can still be of relevance - nearly 20% of all incoming messages are sent via email.Distribution of sent messages
Distribution of received messages
Customer messages are answered 2x faster via WhatsApp
Teams prioritize WhatsApp in their day-to-day activities. This becomes evident when looking at the first response time. Users of the Superchat messaging platform respond more than twice as fast to WhatsApp messages in direct comparison with email.
18.2 minutes
Response time WhatsApp
(median)
45.2 minutes
Response Time Email
(Median)
360dialog: WhatsApp Business is becoming increasingly popular on the German market
+57%
WhatsApp Business API
Accounts
+20%
WhatsApp Business
Messages
The WhatsApp newsletter
is gaining importance
The average number of WhatsApp Newsletters sent increased significantly at the end of 2022. Black Friday and the Christmas holidays are the busiest trading days of the year for many companies.
In this context, companies use WhatsApp campaigns to prepare their target group for upcoming promotional days and to showcase offers directly.

This report is based on internal data regarding the use of Superchat by customers and partners in 2022. Only usage was analyzed, and no personal data was used for this evaluation. For any inquiries, please contact press@superchat.de.
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