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Customer Service: Why Messaging Apps are #1

Updated: Jun 4, 2020

Consumers today are fully saturated with different brand and service options – and this means that most businesses are constantly looking for a way to improve their connection with their target groups, become more innovative with customer communication, and keep their customers as loyal as possible. Recently, analysts and media, from Gartner to Forbes, have suggested that messaging app customer service is the channel that can deliver the best results.

Overview: Messaging App Customer Service


Why should businesses want to offer customer service on messaging apps?

A few quick facts:

Our Customer Service: The Rise of Messaging Apps series will delve deeper into the possibilities that messaging app customer service offers. In three installments, we’ll analyze the advantages of messaging app customer service as it compares to telephone hotlines, e-mail, and then a mixed bag of more “modern” options, such as apps, social media, and live chat.

Asynchronous vs. synchronous communication, multimedia, and more

Speed, tone, and fitting into your customer’s lifestyle.

Twitter, Instagram, and Facebook vs. WhatsApp and Co. – data privacy concerns, publicity, and more.

And what about apps and live chat? – usage statistics and the customer perspective.


Background Information

Maintaining a high customer satisfaction rate usually translates into offering quick and highly personalized customer service. Brands benefit from adding a personal touch to their communication and being more available and approachable. One of the first trends in this process of moving closer to the customer was social media – but in 2018, it became clear that a new customer service channel had arrived and is here to stay. At the international Digital Marketing Exposition & Conference, Stan Chudnovsky, the Head of Product for Facebook Messenger, highlighted a huge source of potential for businesses:

wait 10 minutes on the phone or rather on facebook messenger

The Washington Post has called messaging app customer service “the biggest shift in customer service since the 1-800-number.” Businesses from Threads to KLM are using messaging apps as a main channel for customer communication and care, and seeing incredible resonance among consumers. The launch of the WhatsApp Business API in 2018 as well as Apple Business Chat further solidified this movement, and have given businesses concrete, innovative tools with which to offer customer service on consumers’ current most-used channels.


If you’re interested in a closer look at how exactly using messaging apps can work for customer service, we offer a detailed look at usage scenarios for the WhatsApp Business API as well as 5 tips for excellent messenger customer service.

This article was first published by Messenger People. Permission to use has been granted by the publisher.

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