Messaging apps such as Facebook Messenger are now the preferred communication channel with brands. Here is why you should start using messaging apps to increase customer engagement and develop deeper relationships.

1. Messaging Apps - The Fastest Growing
Channel for Branded Conversations
Customers now prefer to communicate with brands using a messaging app,
making it the #1 channel.
66 %of consumers now prefer to reach
brands (or be reached by brands)
though messaging apps
Your business needs to be ready to engage with customers on messaging apps.
Over 63 %of consumers think businesses should be
available or contactable via messaging apps
Businesses should be available & contactable via messaging applications.
69.9%of consumers said they would rather
interact with a company via
messaging applications than e-mail
Strongly agree Agree Undecided Disagree Strongly disagree
42.2%
21.27%
25.23%
8.4%
2.4%
You need to respond quickly.
Only 6%
of all brands are set up for engaging in
real-time conversation. These brands
responded within 5 minutes
Only 2%
responded within 1 minute
People’s preferences are shifting.
Among people surveyed 63 %say their messaging with businesses has increased over the past two years.
56% 61% 67%
Messaging apps now have over 4 billion monthly active users.
Why does this matter to your business?
Within the first year of offering customer service on Facebook Messenger, Rogers Communications
increased customer satisfaction by 65% and decreased customer complaints by 65%.
The era of messaging apps is here.
Messaging apps have seen exponential growth and are now the preferred channel for
consumers. So what are you waiting for? Get engaged. Your customers will love you for it.
Would rather message than
call customer service
Like getting personalized
messages from business
Expect to message businesses even
more over the next two years
Response speed of 200 retail brands via facebook messenger.
Whatsapp
Facebook Messenger
QQ
WeChat
Kik
Viber
Line
Telegram
Kakaotalk
1,000,000,000
1,000,000,000
877,000,000
762,000,000
300,000,000
236,000,000
218,000,000
100,000,000
40,000,000
No response
49.4%
Instant
2.3%
Minutes
4.1%
Within the hour
14.5%
Within 4 hours
7.6%
Within 24 hours
14.5%
Days
7.6%
49.4%
7.6%
14.5%
7.6%
14.5%
4.1%
Customer
satisfaction
increased by
Customer
complaints
decreased by
65% 65%
Other reasons messaging apps are grabbing attention:
Facebook Messenger
now has over 1 Billion MAU
(Monthly Active Users)
High retention rates
Users keep coming back to the apps
long after they’re installed. Average
daily retention rate for messaging
apps is 50-60%
Frequency & duration of use
Messenger users go on the app an
average of 14 times a day, spending
a total of 46 minutes on the app
Need more reasons?
Switching - 66%
of customers switch
companies due to poor
customer service
(Accenture)
Frustration - 82%
of consumers have
stopped doing business
with a company because
of bad customer service
(Zendesk)
Loyalty - 58%
are willing to spend more
on companies that provide
excellent customer service
(American Express)
Sharing - 95%
of customers share bad
experiences with others
(Zendesk)
The Social Customer Experience Company | liveworld.com
Twilio study: most consumers now want to use messaging to interact with businesses
2016 mobile messaging report
Parlo (formerly XpressBuy,Inc.) July 2016
Whatsapp (MAU), Facebook(MAU), Tencent (QQ and WeChat (MAU), Venturebeat (*Kik users),
TechinAsia.com (Viber and Line MAU), Telegram (MAU), Kakao Corp. (MAU).
venturebeat.com
www.wired.co.uk
www.insightsquared.com