WhatsApp has 1.5 billion users worldwide, and Facebook Messenger is closing in on that with 1.3 million users.
Even automation solutions like pre-set answers, Chatbot hybrids, or self-contained bots for appointment scheduling or FAQs can be developed quickly, making messaging app service a feasible, user-friendly option. MessengerPeople has already provided over 1,800 customers with access to WhatsApp, Facebook Messenger, Viber, Apple Business Chat, and Telegram for business communication, and customers can get started offering high quality service immediately. In contrast, solution providers for messenger communication have fully developed programs which can be started after minimal onboarding. All of this has to be done with little to no guarantee that the app will then be downloaded or used. Apps Require More Development EffortĪpps require a lot of effort, time, and budget for the original development - and then they have to be properly marketed and maintained in order to consistently offer a satisfactory experience. Business messaging is the future, and it’s simpler and more seamless than apps. Messaging app companies themselves have noticed their potential and are developing more tools for businesses, like the WhatsApp Business API and Apple Business Chat. Especially in developing markets, messaging apps are the main form of communication in part due to the low data prices. The only apps that consumers constantly use, and which are still growing, are messaging apps. Unless you are WhatsApp, Facebook Messenger, or maybe Amazon, it’s unlikely that your customers are interested in contacting customer service via your app. The golden age of apps is over, and customers aren’t interested in using a variety of apps: consumers spend the vast majority of their time on their top 3 apps. In the US, app downloads fell by 38% from 2014 to 2017.
ALL IN ONE CHAT APPS DOWNLOAD
TechCrunch writes that over 50% of all of consumers download less than one new app per month.
ALL IN ONE CHAT APPS FULL
In 2008, consumer apps boomed - but now it’s 2019, and what McKinsey termed “brand app fatigue” in 2016 means that users have reached full app saturation. Messaging Apps, Apps, or Live Chat? Why messaging apps are the only modern way to offer convenient, effective customer service.
These messaging apps are full of business potential and advantages that highlight how unwieldy and inconvenient other types of customer service really are. But what about other “innovative options,” like live chat or apps? Actually, the right tool for standout customer service has been in your back pocket the whole time: WhatsApp, Facebook Messenger, Apple Messages, Viber, etc.
ALL IN ONE CHAT APPS SERIES
Our Customer Service: Why Messaging Apps Are #1 series explores how messaging app customer service performs when compared to e-mail, telephone, social media, etc.
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