Facebook Messenger, WhatsApp, Snapchat, iMessage, even WeChat, no matter where you look these days, on mobiles, tablets and desktops, messenger applications are increasing in popularity, with more and more appearing everyday, it’s safe to say that messenger apps are here and here to stay.
As both one to one and group messaging continues to dominate the social media and app world it creates a number of opportunities for businesses and marketers. New chat apps and messenger sites are giving businesses the chance to improve their customer relationship, giving customers a new place to connect with your brand on a one to one level.
These days younger people are shifting away from phone calls and text messages, with many using messaging apps to provide a cheaper, if not free, alternative to texting and calling people. With only the need for Wifi in order to access these apps it means that not only do people save data but it also means that these messenger applications are available to everyone.
Messenger apps are shown to be a lot different to the likes of emails, phone calls and website contact forms, with messenger applications users expect a much quicker response, letting them get the answers they want as quick as possible, with many opting to use messaging in order to avoid waiting hours or days for a response.
If carried out correctly, then using messaging for customer service needs, not only with response be quicker but it also means that customers can receive the personal attention and tailored service they want and need when speaking with a brand.
Due to the fact messenger apps are so accessible, available on a range of platforms and devices, it means that everyone, everywhere can use them, which means your business can be ready to speak with a whole range of customers across the country or even the world, meaning everyone receives the same service.
Messenger apps are yet another factor that demonstrates that personalisation will be an important trend in coming years. Along with personal emails, personalised shopping features, personalised coupons and vouchers, comes an even more personal customer service experience which allows for an even better, even stronger customer relationship.