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Square Releases “Growth of Mobile and Conversational Commerce Report” Alongside Advanced Features for Square Messages

Today, Square released its Growth of Mobile and Conversational Commerce Report, revealing the opportunities and challenges businesses face as they expand into new commerce channels. To uncover these insights, Square surveyed consumers and business owners across the U.S. on their behaviors and sentiments, both now and in the future.

Mobile and conversational commerce, such as shopping experiences that are powered on phones, continues to be on the rise among consumers who increasingly expect convenient, seamless interactions with the businesses they frequent — most often from their mobile devices.

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  • Younger generations are most attuned to using phones to make purchases, with Millennials and Gen Z more likely to prefer texting with a business at 41% and 40% respectively.
  • Nearly all consumers surveyed, 98%, want to connect with businesses via their mobile devices, with appointment reminders (66%) and order notifications (65%) being the most common interactions.
  • 30% of consumers expect to shop more through their mobile devices over the next 12 months, with 38% of men expecting to increase their mobile shopping compared to 27% of women.

In response to consumers’ growing preference for these commerce channels, 60% of business owners use mobile commerce to connect and sell to consumers, and another 20% are interested in doing so. Though some businesses are still learning how to navigate customer demand for mobile commerce, those leaning in are seeing returns.

  • For the 97% of businesses using mobile commerce and reporting noticeable benefits, 53% cite they’re better able to manage customer relationships and 53% note they’re able to save time by automating their business.
  • Younger businesses are leading the way as those who have been in business for less than 10 years, 68% are more likely to use mobile commerce. Comparably, companies that have been in business for 10 or more years are only 51% likely to use these technologies.

“Sellers continue to need powerful software that enables them to automate their business and meet the on-the-go needs of modern consumers,” said Saumil Mehta, Head of Point of Sale and E-Commerce at Square. “Mobile commerce technologies are a competitive advantage for merchants to leverage in order to stand out from the noise.”

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Square Releases “Growth of Mobile and Conversational Commerce Report” Alongside Advanced Features for Square Messages Today, Square released its Growth of Mobile and Conversational Commerce Report, revealing the opportunities and challenges businesses face as they expand into new commerce channels. To uncover these insights, Square surveyed consumers and business …

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