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How Americans Communicate Today: Evolving Trends in 2024 & Beyond
We live in an age with a diversity of different communication options available to us. With the emergence of 5G, reliable and fast internet service is readily available for most of America while on the move. In addition to high-speed mobile internet options we also have AI which is taking over the landscape and an increased reliance on remote working. Though most of us can admit to using multiple forms of communication on a regular basis, broad trends illustrate that some forms of communication are more popular than others – and those preferred methods are starting to evolve.
So what did 2024’s activity say about the state of communication by Americans? And what can we expect to see in the near future?
Advantages of Understanding Communication
First, it’s important to understand why communication trends are so important. When you understand how your customers are communicating with each other, you can:
- Build a better marketing strategy – The first benefit here is obvious – when you know what medium your customers are using most frequently, you can make that medium your primary channel of communication. For example, if 90 percent of your customers use email frequently, email marketing is a must. Communication trends may also inspire new kinds of advertising campaigns that connect to your customers in different ways.
- Improve your customer service – In a similar vein, you can use your customer communication insights to improve your customer service strategy. For example, if you know your customers strongly prefer phone conversations to other mediums, you can ensure your customer service line is always available, with better trained staff to address customer concerns over the phone.
- Better understand and serve your customers’ needs – You can also use communication information to create better, more accurate customer personas. Then, with your customers better described, you can create better products, improve your services, and adjust your approach to better serve your customers overall.
- Current customer service trends – In 2024 the current business trends have changed drastically over the past few years because of the COVID-19 pandemic that occurred. The need for offices to handle in-person visits with customers is a thing of the past – working from home and remote apps have become the norm with a wide adoption of meetings via Zoom and doctor visits via telehealth.
Top Communication Trends
Let’s take a look at some of the most important and defining communication trends of 2024. How are consumers communicating with each other?
- The Continued Rise of SMS and Messaging Apps – While SMS remains widely used, particularly for transactional messaging and marketing, the rise of messaging apps like WhatsApp, Facebook Messenger, Signal, and Telegram has transformed global communication. WhatsApp alone has over 2.7 billion users in 2024, with messaging apps growing rapidly due to their cost-effectiveness, multimedia capabilities, and security features. In business, SMS marketing is experiencing a resurgence due to its 98% open rate, while transactional messaging is increasingly used in e-commerce and customer service to deliver real-time updates and support, making both SMS and messaging apps essential tools for customer engagement.
- Shift from Traditional Phone Calls to VoIP and Video Calls – Traditional phone calls are still being used but the rise of video calls via Zoom and Skype clearly shows in 2024. In addition to video calls, communication apps such as Slack and Microsoft Teams have left the need for traditional calls for internal business communication a thing of the past.
- Social Media and Digital Communities – By 2024, social media has grown significantly, surpassing 5 billion users globally. Platforms like TikTok, Instagram, and emerging apps have gained immense popularity, with users spending an average of 3-4 hours daily on social media. Community building through social media is crucial as it fosters connection, support, and engagement among individuals with shared interests, enhancing both personal and brand relationships in the digital age.
- The Role of AI and Automation in Communication – In 2024, AI is changing how we communicate, making customer service, marketing, and daily interactions easier and faster. AI-powered chatbots are now common for businesses, providing 24/7 customer support, answering questions, and solving issues instantly. Email marketing has also improved with AI, creating more personalized messages that reach people at the right time, leading to better results. Plus, voice assistants like Siri, Alexa, and Google Assistant have become part of everyday life, helping with tasks, finding information, and even controlling smart devices, making communication smoother and more convenient.
- Content and Video Consumption – In 2024, video content and live streaming have become essential marketing tools due to their ability to capture audience attention and foster real-time engagement. Platforms like TikTok, Instagram, and YouTube lead this trend, with brands leveraging live streams for product launches, behind-the-scenes content, and interactive Q&A sessions to build trust and connection with consumers. Simultaneously, blogs, podcasts, and webinars continue to grow as trusted, long-form content sources, offering in-depth insights, expert interviews, and valuable information. These formats are particularly valued for their ability to build authority and credibility, making them key components of content marketing strategies alongside the rise of video and live engagement.
Practical Ways to Respond
These statistics are interesting, but how should they be affecting your strategies in a practical sense?
- Enhanced SMS and Messaging Strategies – Businesses can take advantage of SMS and messaging apps like WhatsApp and Facebook Messenger to create personalized marketing and stay connected with customers. SMS is great for sending promotions, offers, or reminders directly to customers, ensuring they see it. Messaging apps allow for real-time chats, customer support, and feedback. These platforms are also perfect for sending important updates like order confirmations or delivery notifications, helping create a smooth, personalized experience that boosts customer engagement and loyalty.
- Diversified Communication Channels – To stay competitive and connect better with customers, businesses should use different communication channels. Video conferencing helps build personal connections, while social media boosts visibility and community engagement. AI tools can automate tasks like customer service with chatbots and personalize marketing messages. By combining these methods, businesses can create a more engaging and responsive experience, leading to happier and more loyal customers.
- Social Media and Digital Content Strategy – Having an active social media presence is key for businesses to stay relevant and connect with their audience. A strong content plan that includes videos, blogs, and interactive posts can boost visibility and engagement. Videos grab attention, blogs build trust, and interactive content like polls get people involved. By regularly sharing useful and varied content, businesses can strengthen relationships, increase brand awareness, and build customer loyalty.
- Focus on Customer Experience – Providing customer service across multiple channels is key to keeping customers happy. Self-service options, like FAQs, let people quickly find answers on their own. Chatbots offer 24/7 support for simple questions, and personalized help through live chat, email, or phone handles more complex needs. By offering a range of support options, businesses can better meet customer needs and boost satisfaction and loyalty.
If you’re interested in changing up your brand’s communication strategy, or if you’d like to invest more heavily in SMS marketing or voice broadcasting, DialMyCalls can help you do it.
