Cloud communications company, Infobip, processed an unprecedented total of 2.26bn interactions across all channels including SMS, voice, email, push and chat apps on Black Friday, and 1.97 bn on Cyber Monday, for customers around the world.
The numbers show a 71% increase in network activity compared to 2020 and a 62% increase from the previous Friday in 2021, a normal workday. SMS was the most-used channel, clocking up a 51% increase in use from last year. In total 1.7bn SMS texts were sent over this period.
Cyber Monday interactions almost doubled this year, with a 93% increase compared to 2020 and a 37% increase compared to the previous Monday, a normal workday. MMS and chat apps also saw huge uptake with gains of 87% and 86% respectively from last year. Overall, Black Friday interactions doubled in 2021 to 2.26bn up from 1.3bn in 2020. India and North America dominated by volume of interactions while revenues were highest in North America and Europe.
Shopping this year appears to have been spread over Cyber Week, encouraged in part by retailers that have been publicizing Black Friday style deals since October. Nevertheless, the popularity of this shopping week has grown exponentially since last year, very possibly down to customers having become used to transacting online since the pandemic started. Another factor contributing to shoppers getting a head start on their gift buying this year is ongoing concerns around bottlenecks in the global supply chain and fears of finding merchandise out of stock.
Izabel Jelenic, Chief Technology Officer, Infobip