B
Evidence Grade B
Graded
under review
Safe to Cite
Recent
80%
80% -- share of customer service organizations using messaging over native apps for customer service organizations (2025)
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
80%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner
Primary
Tier C
https://binmile.com/blog/servicenow-notifications-twilio-to-drive-better-customer-service-experience… ↗
Source Article
ServiceNow Notifications – Twilio: Benefits & Customer Service
ServiceNow messaging service Notifications has leveraged the Twilio SMS and VOICE platform to respond fast to IT issues and outages. Gartner, a technology research and consulting company, predicts that about 80% of customer service organizations will have left native mobile apps for messaging by 202…
Original Research
Gartner
· Original study ↗
Methodology
Gartner forecast cited by Binmile blog
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customer service organizations: 80% share of customer service organizations using messaging over native apps. Source: Gartner (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gartner-customer-service-messaging-shift-2025
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<blockquote cite="https://lighthousedata.io/data/gartner-customer-service-messaging-shift-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>80%</strong> -- share of customer service organizations using messaging over native apps for customer service organizations<br><small>Source: Gartner (2025) · <a href="https://lighthousedata.io/data/gartner-customer-service-messaging-shift-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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