GITNUXREPORT 2025

Conversational Marketing Statistics

Conversational marketing boosts engagement, personalization, and revenue through AI-driven chats.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

82% of business decision-makers believe conversational marketing will be a key component of their marketing strategy within the next two years

Statistic 2

61% of companies plan to increase their investment in conversational marketing tools in the next year, demonstrating growth in the industry

Statistic 3

70% of businesses plan to implement or expand conversational marketing strategies in the next 12 months, showing rising adoption

Statistic 4

60% of companies that use conversational marketing see a positive ROI within the first year, demonstrating financial benefits

Statistic 5

52% of B2B marketers plan to increase their investment in chatbots and messaging apps, indicating growth in B2B sector

Statistic 6

54% of companies are planning to implement or upgrade their conversational AI platforms in the next year, showing ongoing investment

Statistic 7

Companies using chatbots see a 67% increase in conversion rates compared to those that do not

Statistic 8

85% of customer interactions will be managed without a human by 2025, due to growth in conversational AI

Statistic 9

58% of users have used voice-activated assistants for shopping or customer support, indicating convergence of conversational marketing with voice tech

Statistic 10

85% of customer interactions will be managed by AI by 2023, and conversational AI plays a crucial role

Statistic 11

66% of consumers say they have engaged with a brand’s chatbot for quick customer support, emphasizing usage rates

Statistic 12

85% of customer support interactions that involve conversational AI are resolved without human intervention, streamlining service operations

Statistic 13

60% of customers have stopped doing business with a company because of poor customer service, emphasizing the need for effective conversational marketing

Statistic 14

72% of consumers say they’re more likely to buy from a brand that personalizes messaging through conversational marketing

Statistic 15

66% of consumers have used a chatbot to resolve a product or service issue

Statistic 16

58% of brands that use conversational marketing reported increased revenue

Statistic 17

48% of consumers have interacted with a chatbot in the past month, showing high engagement levels

Statistic 18

40% of consumers have abandoned a purchase due to poor customer service experience, which conversational marketing can help mitigate

Statistic 19

78% of consumers say brands that use messaging channels are more trustworthy

Statistic 20

55% of consumers would accept chatbot interactions if it meant faster service, indicating acceptance of AI-driven conversations

Statistic 21

32% of marketers say personalized messaging via conversational channels increases customer loyalty

Statistic 22

47% of brands that deploy chatbots see an increase in lead generation, demonstrating the effectiveness of conversational marketing in sales

Statistic 23

65% of consumers say that conversational marketing helps them feel more connected to brands, strengthening brand loyalty

Statistic 24

76% of consumers expect real-time responses from brands across messaging channels, emphasizing the need for instant engagement

Statistic 25

49% of chatbot conversations are initiated by customers, with the rest being proactive scripts by brands, revealing customer-driven engagement

Statistic 26

39% of consumers say they are more satisfied when interacting with a chatbot compared to traditional customer service, reflecting improved experiences

Statistic 27

74% of businesses report that conversational marketing is integral to their customer experience strategy

Statistic 28

48% of consumers have interacted with a chatbot for product recommendations, indicating an impact on sales

Statistic 29

77% of users trust chatbots more when they have natural language understanding capabilities, emphasizing the importance of advanced AI

Statistic 30

63% of consumers say they would stop engaging with a brand that provides poor conversational experiences, acting as a deterrent

Statistic 31

80% of customers say they are more likely to do business with a company that offers personalized experiences through conversational marketing

Statistic 32

73% of consumers prefer messaging over phone or email for customer service inquiries

Statistic 33

69% of consumers prefer messaging to communicate with brands

Statistic 34

64% of customers expect real-time assistance, indicating the importance of conversational channels

Statistic 35

31% of consumers want to be able to engage with brands via messaging apps

Statistic 36

75% of consumers are willing to share their data with brands if they receive personalized experiences through conversational marketing

Statistic 37

53% of consumers prefer messaging apps for customer service over phone calls and emails

Statistic 38

70% of chatbot conversations occur outside of normal business hours, indicating the round-the-clock service capability

Statistic 39

51.7% of customers prefer messaging to resolve issues, including via Facebook Messenger, WhatsApp, or SMS

Statistic 40

63% of consumers expect brands to use conversational AI or chatbots to improve their experience

Statistic 41

65% of consumers want rapid response times in customer service interactions, which conversational marketing can deliver

Statistic 42

87% of customers believe brands should offer real-time assistance, reflecting the importance of conversational channels

Statistic 43

67% of consumers prefer chatbots for quick answers, particularly for simple questions

Statistic 44

69% of companies report that conversational marketing improved their customer engagement metrics

Statistic 45

88% of consumers would like brands to offer support via messaging apps, indicating high demand for conversational support

Statistic 46

54% of customers prefer to start a conversation with a brand via messaging in their first contact, illustrating the importance of messaging channels

Statistic 47

71% of consumers expect brands to offer chatbot or messaging support, showcasing demand for conversational interactions

Statistic 48

72% of consumers prefer to chat with a brand rather than call customer support, highlighting preferences for conversational marketing

Statistic 49

83% of consumers say they want brands to offer 24/7 chat support, highlighting the demand for round-the-clock conversational services

Statistic 50

The global chatbot market is expected to reach $1.34 billion by 2024, growing at a CAGR of 24.9%

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Sources

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Key Highlights

80% of customers say they are more likely to do business with a company that offers personalized experiences through conversational marketing
73% of consumers prefer messaging over phone or email for customer service inquiries
Companies using chatbots see a 67% increase in conversion rates compared to those that do not
69% of consumers prefer messaging to communicate with brands
64% of customers expect real-time assistance, indicating the importance of conversational channels
85% of customer interactions will be managed without a human by 2025, due to growth in conversational AI
31% of consumers want to be able to engage with brands via messaging apps
60% of customers have stopped doing business with a company because of poor customer service, emphasizing the need for effective conversational marketing
72% of consumers say they’re more likely to buy from a brand that personalizes messaging through conversational marketing
The global chatbot market is expected to reach $1.34 billion by 2024, growing at a CAGR of 24.9%
66% of consumers have used a chatbot to resolve a product or service issue
58% of brands that use conversational marketing reported increased revenue
75% of consumers are willing to share their data with brands if they receive personalized experiences through conversational marketing

Did you know that 80% of customers say they’re more likely to do business with companies that offer personalized, real-time conversational marketing, a trend driven by the explosive growth of chatbots and AI-powered messaging tools poised to revolutionize customer engagement by 2025?

Business Investment and Strategic Outlooks

82% of business decision-makers believe conversational marketing will be a key component of their marketing strategy within the next two years
61% of companies plan to increase their investment in conversational marketing tools in the next year, demonstrating growth in the industry
70% of businesses plan to implement or expand conversational marketing strategies in the next 12 months, showing rising adoption
60% of companies that use conversational marketing see a positive ROI within the first year, demonstrating financial benefits
52% of B2B marketers plan to increase their investment in chatbots and messaging apps, indicating growth in B2B sector
54% of companies are planning to implement or upgrade their conversational AI platforms in the next year, showing ongoing investment

Business Investment and Strategic Outlooks Interpretation

With over 80% of decision-makers eyeing conversational marketing as a future staple and more than half already seeing early ROI, it's clear that the era of talking tech isn't just chatter—it's the profitable new language of business growth.

Chatbot Adoption and Usage Trends

Companies using chatbots see a 67% increase in conversion rates compared to those that do not
85% of customer interactions will be managed without a human by 2025, due to growth in conversational AI
58% of users have used voice-activated assistants for shopping or customer support, indicating convergence of conversational marketing with voice tech
85% of customer interactions will be managed by AI by 2023, and conversational AI plays a crucial role
66% of consumers say they have engaged with a brand’s chatbot for quick customer support, emphasizing usage rates
85% of customer support interactions that involve conversational AI are resolved without human intervention, streamlining service operations

Chatbot Adoption and Usage Trends Interpretation

As conversational AI rapidly evolves from futuristic novelty to essential business tool, companies embracing chatbots and voice tech are not only boosting conversion rates by up to 67% but are also on track to revolutionize customer support—resolving 85% of interactions without human help—highlighting that the future of marketing is conversational, efficient, and eerily human-like.

Consumer Engagement and Satisfaction

60% of customers have stopped doing business with a company because of poor customer service, emphasizing the need for effective conversational marketing
72% of consumers say they’re more likely to buy from a brand that personalizes messaging through conversational marketing
66% of consumers have used a chatbot to resolve a product or service issue
58% of brands that use conversational marketing reported increased revenue
48% of consumers have interacted with a chatbot in the past month, showing high engagement levels
40% of consumers have abandoned a purchase due to poor customer service experience, which conversational marketing can help mitigate
78% of consumers say brands that use messaging channels are more trustworthy
55% of consumers would accept chatbot interactions if it meant faster service, indicating acceptance of AI-driven conversations
32% of marketers say personalized messaging via conversational channels increases customer loyalty
47% of brands that deploy chatbots see an increase in lead generation, demonstrating the effectiveness of conversational marketing in sales
65% of consumers say that conversational marketing helps them feel more connected to brands, strengthening brand loyalty
76% of consumers expect real-time responses from brands across messaging channels, emphasizing the need for instant engagement
49% of chatbot conversations are initiated by customers, with the rest being proactive scripts by brands, revealing customer-driven engagement
39% of consumers say they are more satisfied when interacting with a chatbot compared to traditional customer service, reflecting improved experiences
74% of businesses report that conversational marketing is integral to their customer experience strategy
48% of consumers have interacted with a chatbot for product recommendations, indicating an impact on sales
77% of users trust chatbots more when they have natural language understanding capabilities, emphasizing the importance of advanced AI
63% of consumers say they would stop engaging with a brand that provides poor conversational experiences, acting as a deterrent

Consumer Engagement and Satisfaction Interpretation

With 78% of consumers trusting messaging channels and 76% expecting real-time engagement, it's clear that conversational marketing isn't just a trendy tool but a vital strategy—one that boosts trust, enhances personalization, and can reduce the 60% customer churn caused by poor service, all while capturing leads and loyalty in a rapidly AI-driven world.

Customer Preferences and Expectations

80% of customers say they are more likely to do business with a company that offers personalized experiences through conversational marketing
73% of consumers prefer messaging over phone or email for customer service inquiries
69% of consumers prefer messaging to communicate with brands
64% of customers expect real-time assistance, indicating the importance of conversational channels
31% of consumers want to be able to engage with brands via messaging apps
75% of consumers are willing to share their data with brands if they receive personalized experiences through conversational marketing
53% of consumers prefer messaging apps for customer service over phone calls and emails
70% of chatbot conversations occur outside of normal business hours, indicating the round-the-clock service capability
51.7% of customers prefer messaging to resolve issues, including via Facebook Messenger, WhatsApp, or SMS
63% of consumers expect brands to use conversational AI or chatbots to improve their experience
65% of consumers want rapid response times in customer service interactions, which conversational marketing can deliver
87% of customers believe brands should offer real-time assistance, reflecting the importance of conversational channels
67% of consumers prefer chatbots for quick answers, particularly for simple questions
69% of companies report that conversational marketing improved their customer engagement metrics
88% of consumers would like brands to offer support via messaging apps, indicating high demand for conversational support
54% of customers prefer to start a conversation with a brand via messaging in their first contact, illustrating the importance of messaging channels
71% of consumers expect brands to offer chatbot or messaging support, showcasing demand for conversational interactions
72% of consumers prefer to chat with a brand rather than call customer support, highlighting preferences for conversational marketing
83% of consumers say they want brands to offer 24/7 chat support, highlighting the demand for round-the-clock conversational services

Customer Preferences and Expectations Interpretation

These statistics vividly illustrate that in the age of instant gratification, consumers overwhelmingly favor personalized, real-time messaging and AI-powered conversations over traditional calls and emails—making conversational marketing not just a trend but an essential strategy for brands aiming to meet modern expectations and build lasting engagement.

Market Growth and Industry Forecasts

The global chatbot market is expected to reach $1.34 billion by 2024, growing at a CAGR of 24.9%

Market Growth and Industry Forecasts Interpretation

With the chatbot market soaring toward $1.34 billion by 2024 at a meteoric CAGR of 24.9%, it’s clear that businesses are increasingly trusting AI to have smarter, more conversational conversations—and fewer misunderstandings.