Get the full copy: www.psfk.com/report/power-of-chat-debrief The Marketing Debrief: Text & Messaging tackles how SMS, messaging and chat are once again prevalent and even integral to delivering best-in-class brand experiences to customers. - 5 Trends outlining the future of chat in customer interactions - 15+ Best-in-class examples - Supporting statistics - Deep dive articles outlining the most crucial aspects of successful chat interactions - Actionable implications for brands/marketers and key takeaways If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com Issue 3 | Published July 2015 All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.

1. Delet
Heyyyyy
TEXT & MESSAGING AS CONSUMER INTERFACE
MARKETING DEBRIEF
SUMMARY
@PSFK | #PowerOfChat

2. GET THE
REPORT
This Marketing Debrief tackles how SMS, messaging and
chat are once again prevalent and even integral to
delivering best-in-class brand experiences to customers.
To access the full 28 page report, including:
• 5 Trends outlining the future of chat in customer interactions
• 15+ Best-in-class examples
• Supporting statistics
• Deep dive articles outlining the most crucial aspects of
successful chat interactions
• Actionable implications for brands/marketers and key
takeaways
• Plus a 25 page full presentation deck
@PSFK | #PowerOfChat
Download the Full Report at :
psfk.com/power-of-chat-debrief
Access all Debriefs and Reports
as a PSFK Member: psfk.com/membership

3. THE POWER OF CHAT
In many ways, how people interact with brands through
technology has come full circle. We have passed through an era of
apps and playful UI and have come back around to a simpler and
more direct user experience that reflects an early age of the web.
SMS, messaging, chat—and even email—are once again prevalent
brand experiences. And why not? We already communicate with
one another using these platforms, and despite the development
of more sophisticated tools, we seem to be satisfied with the
logic, scale and immediacy of messaging. Combine these
ingrained behaviors with the prevalence of mobile as our
preferred device, it’s no wonder that the simplicity of these text-
based communications dominate mobile.
With a mix of AI and human service, a brand or organization can
enrich interactions with their audiences to feel both familiar and
welcome, while delivering a great deal of value. Brands can now
leverage smart algorithms to route messages to the appropriate
member of staff, who can respond in a moment’s notice with the
right information, advice or support. When combined with
existing customer data or profiles, these platforms have the
potential to deliver an added layer of personalization.
By employing a chat-first strategy, any organization can drive sales,
provide efficient customer service, enhance the brand experience and
encourage loyalty from their customers. This report describes the key
opportunities behind such an approach, provides best-in-class
examples and offers insights for anyone looking to evolve their
customer experience.
Piers Fawkes
Founder & Editor-In-Chief
PSFK.com & PSFK Labs
Scott Lachut
President of Research
& Strategy, PSFK Labs
Download the Full Report at :
psfk.com/power-of-chat-debrief
Published July 2015

4. WHY PAY ATTENTION TO CHAT
700 Million
Monthly Active Users
70 Million
Monthly Active Users
236 Million
Monthly Active Users
600 Million
Monthly Active Users
70 Million
Monthly Active Users
181 Million
Monthly Active Users
468 Million
Monthly Active Users
48 Million
Monthly Active Users
100 Million
Monthly Active Users
WhatsApp TangoViberFacebook
Messenger
HikeLineWeChat Kakao TalkiMessage
@PSFK | #PowerOfChat

5. 5 TRENDS OF CHAT
One-To-One
Customer Service
Text-To-Shop Instant
Journaling
Bite-Sized
Expertise
5
Ephemeral
Messaging
4321
@PSFK | #PowerOfChat

6. 98% of SMS communications in
the U.S. are opened and read. A
22% open rate is considered very
good for email marketing and a
12% read rate is considered good
for Facebook posts.
Practical Ecommerce, 2015
97% of smartphone owners report
using their mobile device for text
messaging, 75% for social
networking and 60% for taking
pictures or video per week.
FactTank, Pew Research Center, 2015
People respond to emails in
approximately 90 minutes, but
respond to text messages in
approximately 90 seconds.
Practical Ecommerce, 2015
WHY PAY ATTENTION
@PSFK | #PowerOfChat

7. READ THE
FULL REPORT
The Marketing Debrief tackles how SMS, messaging and
chat are once again prevalent and even integral to
delivering best-in-class brand experiences to customers.
To access the full 28 page report, including:
• 5 Trends outlining the future of chat in customer interactions
• 15+ Best-in-class examples
• Supporting statistics
• Deep dive articles outlining the most crucial aspects of
successful chat interactions
• Actionable implications for brands/marketers and key
takeaways
• Plus a 25 page full presentation deck
@PSFK | #PowerOfChat
Download the Full Report at :
psfk.com/power-of-chat-debrief
Access all Debriefs and Reports
as a PSFK Member: psfk.com/membership

8. ACCESS
INNOVATION
PSFK membership provides you a constantly
updated database of over 50,000 ideas for you to
leverage as you build the future.
PSFK Membership includes access to:
•360+ Innovation Stories Monthly
•Archive of over 55,000 Ideas
•All PSFK Published Debriefs And Reports
•Events and Networking Opportunities
Become A PSFK Member to access all
PSFK Labs Reports: psfk.com/membership
PREMIUMPURPLEBASIC

9. PSFK Labs is an innovation agent. We leverage the
research skills, expert network and editorial reach
of PSFK.com to offer consulting and thought
leadership services to the world's most future
forward companies, helping them develop new
products, services, and ways to interact with their
consumers. PSFK Labs has worked with Apple,
BMW, Google, Nike, Red Bull, Samsung, Target and
many other leading brands.
If you are interested in seeing a presentation of this
report or would like to understand how PSFK can
help your team ideate new possibilities for your
brand, contact us at sales@psfk.com
ABOUT
PSFK LABS

10. Delet
Heyyyyy
TEXT & MESSAGING AS CONSUMER INTERFACE
MARKETING DEBRIEF
SUMMARY
@PSFK | #PowerOfChat