People are more likely to buy more, make a purchase, and recommend businesses that offer communication channels that people prefer and use everyday. Messaging is both convenient and immediate, plus it delights people to know they can communicate in a way that is comfortable and secure. It’s easy to see why, since it liberates them from hold times, unanswered emails, and agents who don’t have any context on who they are. Unlike traditional communication channels, messaging facilitates a real two-way connection.