Mobile messaging is not a new technology or practice. We’ve all been doing it for years now. However, recent applications of its use in commerce has shown compelling reasons to think about implementing messenger marketing in your mix.
1. Popularity
Messaging used in business is becoming more common everyday. Why? Well, 87% of the global population engages in chat messaging of some sort. Over 100 billion messages pass through Facebook products everyday. To capture this huge volume of conversation, more than 40 million companies across the world leverage Messenger on Facebook. Click-to-Messenger ads on Facebook are one of the fastest growing advertising products that Facebook offers.
2. Intuitiveness
It just feels natural. Messaging is how people communicate with almost everyone. Friends, family, coworkers, etc. Why wouldn’t they want to communicate with businesses in the same way? Messaging is quick and flexible. 64% of people would rather message than call a company. 60% claim to be open to receiving personalized messages from companies.
What’s more is people already have the apps necessary to receive and send messages! There is additional friction regarding app download, new interface, or extra notifications. This convenience and familiarity makes it easy for brands to talk to their market through messaging apps. Canadian airline, WestJet, implemented a new chat bot for Messenger which resulted in a 24% positive sentiment lift as well as increased WestJet’s message capacity by five times.
3. Immediacy
One of the biggest advantages is that the communication is in real time. This is particularly powerful for industries like travel and hospitality. People can get flight notifications, hotel check-in updates, ask urgent questions, and make changes. All on the go. KLM airlines leveraged WhatsApp by sending booking confirmations, flight updates, and gate details to their thousands of passengers and their friends and family.
4. Scale-able Communication
Advances in natural language programming and artificial intelligence have made bots more intelligent and user-centric. This leads to companies being able to cater to many different customer needs simultaneously. GlobeAir, a private jet chartering company, used WhatsApp to improve its customers’ experience with the brand and smooth out peak business period demand which customer query fulfillment time by 33%.
5. Personalized Engagement
When artificial intelligence meets chat, companies can deliver information and promotions to individuals at scale. Studies cite that 91% of consumers are more likely to buy from companies who remember them and provide personalized offers. The other side of the coin is the sheer amount of time savings. Automated chat allows brands to do more with that freed up time. Singapore based resort, Marina Bay, harnesses the power of chat to accommodate basic requests and give recommendations. This allows the staff to tend to more complex issues or provide a more personal touch to others.
To wrap up, the popularity, ease, speed, scale, and personalization of messaging is great for companies that provide a service such as hospitality and travel. However, having a personal messaging mechanism set up does not guarantee automatic success. A Spectrm study of 242 brands revealed that 45% did not respond within 5 days of being messaged. Similarly, many brands are not providing bots with support staff for complex queries they cannot handle. For chat to be effective, it must be smart and responsive. With proper execution, chat can be one of the most powerful tools that brands leverage.
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