New data reveals growth of Black Friday conversational customer communications

New data from global communications platform Infobip (www.Infobip.com) shows customers prefer conversational experiences on the day of Black Friday. Infobip recorded new levels of total customer communications interactions on its platform this year, with 3.4bn interactions on the day of Black Friday, representing a 26% increase compared to last year. From the total number of interactions, the company identified 1.8bn coming from messaging interactions on its platform, up from 1.7bn last year.

Infobip’s analysis reveals SMS, E-mail, and WhatsApp are the three most preferred channels on Black Friday, recording more than 1.6bn interactions during the day. This analysis reinforces Infobip’s position as the largest messaging platform worldwide, trusted for its reliability during the shopping season.

Infobip also reveals that, in this year’s Black Friday, Retail&eCommerce and Finance industries are among the top five sectors generating interactions on the platform, presenting increases of 42% and 36%, respectively, compared to last year.

As predicted, Infobip’s data shows that Black Friday sales extended across the entire month of November. Interactions throughout the month were higher than last year as brands sought to attract consumers looking for discounts pre-Christmas.

Ivan Ostojić, Chief Business Officer at Infobip, said: “Consumers are increasingly seeking personalized and conversational experiences with brands. Moreover, brands’ focus on hyper-personalization has helped drive these interactions, which we expect will have boosted sales. Our research also highlights that traditional Black Friday discount days now typically stretch across November, with a significant spike in interactions as retailers and eCommerce firms target cost-conscious consumers this year.”

Distributed by APO Group on behalf of Infobip.

About Infobip:
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:
• Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)