Download the full report here.

Every company hooked into the digital world awaits Mary Meeker’s highly anticipated annual Internet Trends Report, for its in-depth look (with data!) about the world’s Internet usage. Meeker herself spent years as a financial analyst for Wall Street and her report is filled with fascinating trends and projections. This year’s report is much more mobile-focused and we’ve gone through all 213 pages to pull out the best tidbits.

Here’s our top five takeaways that you need to know:

Growth is Flat

Internet growth overall was flat. Last year, the United Nations reported that growth globally grew 9%, and this year was 9% as well.

Takeaway: The trends we see over the next few years will be within the ecosystem of a slowing Internet. That means that rather than seeing totally new trends every other month, we’ll start seeing longer-term trends.

Millennials Communicate with Text, Gen Z with Images

A study by Denison University revealed that millennials and Generation Z communicate differently. While millennials love the speed of text, Gen Z uses images (mixed with text) to communicate even faster than text alone.

Takeaway: Phone calls are not the top choice for customer service anymore. Audio alone is not enough, and written text + images is the new leader.

Business by Messaging is Exploding

Data from the Global Contact Center Benchmarking Report found that texting was consistently the top choice for all generations interviewed, not just the younger generations as previously believed.

Takeaway: If your business isn’t using texting today, it will by this time next year, otherwise it will be left behind.

Apps are Dead

The most-used apps on smartphones continues to be the default apps that came with the device including texting and Internet browsing. Downloaded apps are rarely used, and this trend will continue as mobile web browsing experiences are the easiest to maintain and the most seamless for consumers.

Takeaway: Your business must utilize the default apps of smartphones including texting (for customer service), mobile web browsing (for shopping, gathering information), and email (marketing).

Voice is Finally A Thing, But Not for Customer Service

Voice-assisted services like Siri and Alexa are becoming more useful for fun, information gathering, and setting meetings. Voice help is not used for customer service at all.

Takeaway: Some new technologies are novelties and are fun for consumers. However, unless it’s a tried and true channel like texting, you should avoid it for customer service.


Download the full report here.