Customer Service: Why Messaging Apps are #1

 In Messenger Communication

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:

  • 79% of customers are more loyal to brands that are easy to contact
  • 70% of consumers choose “message us” buttons over “call us” buttons
  • Customers around the world overwhelmingly say they trust businesses more when they can message them

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.

  1. Customer Service: Messaging Apps vs. Telephones

Asynchronous vs. synchronous communication, multimedia, and more

  1. Customer Service: Messaging Apps vs. E-mail

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

  1. Customer Service: Messaging Apps vs. Social Media

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

  1. Customer Service: Messaging Apps vs. Live Chat and Apps

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

Free Webinars: Chatbots & Messenger Communication

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.

Further Reading:

What advantages go with implementing messenger communication in a industrial company?

Travelling made easy: Use Messaging for better Customer Experience in the Travel Industry

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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.

Have a great idea for customer service via messaging apps and want to talk about it? Message us!

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