PubNub "State of Chat Survey" Shows Rising Importance of Chat in Business
SAN FRANCISCO, July 30, 2020 /PRNewswire/ -- PubNub, the company behind the world's leading Realtime Communication Platform, today announced findings from its first "State of Chat" survey. 1,250 consumers were surveyed via a third-party survey platform, and revealed the importance of chat as part of a business' offering, critical chat functionality, and trends in use cases beyond productivity and personal communication. As with any technology that enables remote interactions, the survey finds that chat users need an experience that is well-designed, feels familiar, and feels seamless as an in-person conversation.
There's been an evolution of when and where chat is being used beyond talking with friends, family, and co-workers, with more "up and coming" use cases like in customer support, gaming, telehealth, and live stream (events, concerts) chat. For all non-productivity-related activities, more than 25% of respondents use chat, and for all of these there are many more traditional methods of communication such as phone or in-person. More than 85% of users use chat services every day, with 75% of people using chat a few times a day, and 62% using chat fairl often or all day long.
When it comes to user experience and expectations of businesses providing chat services, key takeaways from the report showed:
PubNub powers apps that bring people together in realtime for remote work, play, learning, and health. Thousands of companies use PubNub's Realtime Communication Platform and its APIs as the foundation for online chat, live events, geolocation, remote control, and live updates, at massive global scale. Since 2010, PubNub has invested in the tools and global infrastructure required to serve customers like Adobe, DocuSign, Peloton, and RingCentral, delivering SOC 2 Type 2 security and reliability while meeting regulatory needs like HIPAA and GDPR. PubNub has raised over $70M from notable investors like Sapphire, Scale, Relay, Cisco, Bosch, Ericsson, and HPE.
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