Customer Service with Messaging Apps

WhatsApp offers compelling solutions for enterprises. WhatsApp distinguishes between “WhatsApp for Business” and “WhatsApp Business API”. In this article, you’ll [...]

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 [...]

Messenger customer service: there’s so much that can go wrong in customer service. In order for your customer service over messaging apps and direct chats to be as successful as possible, we’ve [...]

Customer service key performance indicators (KPIs) are important and measurable performance indicators that help companies measure, analyze and visualize all customer relationship information. In [...]

Ridesharing company Uber is testing a novel way for booking a ride with them: through a WhatsApp chatbot! For now, Uber will only roll out the feature in Delhi, India. The company wants to make [...]

Many experts are talking about the beginning of  the conversational era, or the “age of conversational”. Conversational marketing, conversational commerce, and conversational shopping [...]

How can you reach thousands of users with just one message on one of the world’s most popular social media platforms? By sending out WhatsApp broadcast messages! Officially known as [...]

After shutting down its broadcasting messages for businesses in 2019, WhatsApp re-launched their bulk message feature in June of 2021—and has added new features and regulations since. We sum up [...]

Garlic to kill the coronavirus? Lemon juice up your nose to cure Covid-19? With misinformation like this, India has been the number one originator of Covid-19 fake news during the pandemic. It [...]

A green tick (also green badge or green check mark) marks WhatsApp Business accounts as being officially verified. Since a growing number of companies are using WhatsApp for their customer [...]

Telegram is turning nine! Since the messenger app started in 2013, it’s become one of the fastest growing messaging apps in the world. And it keeps surprising its users with new features. [...]

The messaging app Viber, who is owned by the Japanese tech company Rakuten, is launching “Payments”. The new fintech service enables users to pay for goods and services with a wallet [...]

WhatsApp Business is a great way for small businesses to stay in touch with their customers. However, typing messages all day on your smartphone can get pretty tiring. Luckily, there are ways to [...]

In 2018, WhatsApp launched its first business solution, the WhatsApp Business App. It finally allowed the commercial use of the popular messaging app. Naturally, this is the first option [...]

You have probably heard the term “conversational marketing” before, but what does it mean? It actually lets you connect better with your customers—through conversations. In the [...]

Instagram influencers? Of course! YouTube influencers? Definitely! But have you heard of WhatsApp influencers before? It’s the latest trend for brands to reach their target audience more [...]

Since companies can no longer officially send newsletters to their customers via WhatsApp, the question arises: What alternatives are there to the WhatsApp newsletter? Telegram Messenger is a [...]

Shopping on Instagram just got more interesting! Business will now be able to receive payments from Instagram customers directly in the Instagram Direct chat. Meta just announced the feature. We [...]

It’s no secret that messaging apps are the most commonly-used form of digital communication. In this article, we’ll take a closer look at the messaging app usage in a country with one [...]

Is India the next country to build up a messaging app into an indispensable hub for modern digital life? WhatsApp, India’s favorite messaging app, is now a state-recognized platform. And it [...]

Newsletters on messaging apps like WhatsApp, Telegram, or iMessage are very popular for companies. They offer top click-through and open rates, high engagement, and (almost) real-time delivery. [...]

Is it worth for small and medium-sized businesses to pay for a professional messaging software? Yes! A professional solution doesn’t only guarantee 100 percent compliance with data [...]

Adding a live chat to your website improves your customer service and your customers have a much better experience. As studies show, they prefer a live chat to communicate with companies over [...]

Since its start in 2013, Telegram has promised users to stay “forever” free, without fees, subscriptions, and ads. This is now changing. Founder Pavel Durov announced earlier this [...]

Cryptocurrency and messaging apps are a perfect combination. At least, that’s what a lot of companies that run messenger apps think. Some apps, such as Signal or Telegram, have already [...]

With Meta’s new focus on conversational messaging, the company has announced several changes in its messaging services. The latest one: the Messenger on Facebook is now opening up its [...]

“The best businesses meet their customers where they are” – and that’s on messaging apps. These were the words that Meta CEO Mark Zuckerberg used to kick off Meta’s [...]

SMS for customer communication? Practical, for sure. But also boring. Old-timey. One-dimensional. That’s how a lot of companies feel about using SMS. And they were right, until very [...]

In recent years, Instagram has become an increasingly attractive communication channel for many industries. The proprietary messaging service, Instagram Direct, is therefore the first port of [...]

On Instagram and Facebook they have been around for a while, now the popular feature will also come to WhatsApp: polls! WhatsApp wants to launch the new poll option for group chats this year. And [...]

There is a lot of talk around chatbots, as they are revolutionary in communication. But what types of chatbots actually exist? There are rule-based bots, bots with artificial intelligence (AI [...]

What do customer service and messaging apps have in common? They are essential for providing a great customer experience! But: what’s the best messaging app? Kara Dilling, business [...]

For Facebook, Meta’s Messenger will be one of the biggest topics of the next years. Meta regularly updates the platform and continues to introduce new features. For MessengerPeople [...]

With the ongoing situation in Ukraine, the country’s President Volodymyr Zelensky heavily relies on Telegram to address his country and a global audience. The messaging app offers [...]

Are you somewhere without internet, and want to send a text? Do you want to save data on a trip abroad? Or, do you simply want to stay anonymous while sending a message? Then check out these [...]

E-mobility start-ups in Barcelona are thriving, and growing, very fast! However, struggling with increased demand and expanding to new business models, they are looking for easier ways to [...]

Good marketing requires high-quality data. For a long time, tracking cookies delivered that data. However, more tech companies are restricting their usage, and a growing number of users is [...]

WhatsApp offers compelling solutions for enterprises. WhatsApp distinguishes between “WhatsApp for Business” and “WhatsApp Business API”. In this article, you’ll [...]

How do I create a WhatsApp Business account? What is the difference between WhatsApp, WhatsApp Business and WhatsApp Business API? How do I verify my WhatsApp Business Account? What are the [...]

Click to WhatsApp Ads and Click to Chat are very effective ad formats that help you quickly get users for your messenger service or chatbot. As always in performance marketing, there are a few [...]

A recently published white paper by the International Data Corporation (IDC) shows the results of a Sinch-sponsored study on the use of conversational customer engagement: While almost 80% of the [...]

Driven by the shift to digital in the past couple of years, companies are dealing with a rising inflow of customer requests. Chatbots have proven to be Gamechangers for Customer Services. But how [...]

The Super Bowl is a wrap! And so are hilarious TV commercials. As every year, they were super creative, super expensive and reached millions of viewers. But reaching them is only half of the [...]

WhatsApp Pay, Facebook Libra or Apple Pay – the world of mobile payment is getting more and more exciting. In order to cover the entire customer journey on messengers such as WhatsApp, the [...]

How can you connect your Facebook page to the WhatsApp business app? What are the advantages? Here you’ll get step-by-step instructions on how to set it up and valuable tips for the right [...]

How do companies from Latin America (LATAM) use messaging apps such as WhatsApp, Messenger from Meta or Instagram for their customer communication? And how successful are they? We did a review of [...]

In our new Vodcast Episode: Digify Africa, a youth-led digital education organization in Africa, aims to educate young people in Africa and around the world about digitalization and social media. [...]

WhatsApp Business API Buttons – We know the predefined buttons from dialogues with Facebook Messenger chatbots that guide us through the conversation. With WhatsApp Buttons, WhatsApp is [...]

As of November 1, 2021, MessengerPeople is officially a part of the Swedish technology company Sinch AB (publ), a global leader in cloud communications for mobile customer engagement. In our [...]

Today is our first day as an official part of Sinch, a global leader in cloud communications for mobile customer engagement & RCS messaging! In September, we announced that we would be [...]

How can e-commerce companies use WhatsApp & Co. to increase their sales? In this article, we show how you can accompany your customers along the customer journey via WhatsApp & Co. using [...]

Instagram is a great channel for businesses to improve their reach and customer engagement via Reels, Stories and Feed posts. With the new “messenger API for Instagram,” Instagram now [...]

Coca Cola sees WhatsApp as an optimal solution, to support the food & beverage trade. Now the global corporation in Nepal is starting with the service: Food orders via WhatsApp. This is to [...]

Customer support via Twitter? That can be more successful than many might expect. In fact, Twitter offers great potential for companies in customer service, especially in the area of direct messaging.

Have you ever heard of Ashton Kutcher’s messenger “Community”? There’s a lot of hype about Community in the U.S. and Canada, especially among celebrities. What exactly is [...]

Is WhatsApp secure? Does WhatsApp read my messages? What is end-to-end encryption? Will my data be sold? Which messaging app is really secure? Where is the difference to Telegram? These are [...]

Since the end of June 2021, MessengerPeople customers can also use webchat (live chat) at no extra charge. In addition to WhatsApp, Messenger from Facebook, Apple Business Chat, Telegram or [...]

Here you can find WhatsApp marketing examples from all over the world. Campaigns from Adidas to Unilever – we took a closer look at 16 successful conversational / messenger marketing [...]

As of June 2, 2021, MessengerPeople customers can use the Messenger API for Instagram. This means businesses no longer need to go into the Instagram app to reply to Instagram Direct messages (DMs).

WhatsApp in B2B? How do companies communicate via WhatsApp in the B2B sector? With representatives in the sales force, farmers in the field or in the catering sector? More and more companies in [...]

The shortage of skilled workers and young talent on the labor market now affects almost all industries. Companies and organizations must not only reach the best applicants, but also recruit them [...]

Many car dealerships and car shops offer customer information digitally – but their service is often still very analog. WhatsApp offers many advantages for car dealerships, many of them are [...]

WhatsApp is updating its opt-in policy for WhatsApp Notifications in the WhatsApp Business API. The update to the WhatsApp Business policy will be effective from July 9th. What does the update [...]

We know Conversational Commerce from language assistants like Alexa or Siri. But the written word also counts as conversational. Messaging apps like WhatsApp and co are more than just customer [...]

Messenger Marketing? Conversational Marketing? The use of many messaging apps – especially WhatsApp, has recently shifted from marketing to customer service. However, there are still [...]

How many are infected by COVIT-19? How can I protect myself from the virus? Since the outbreak of the corona epidemic, requests to the World Health Organization have multiplied a thousand times. [...]

Shops, gyms and restaurants have to close and are refering to telephone service instead! Authorities, offices and doctors are completely overloaded with the flood of calls! Call center can barely [...]

Adidas has long understood how well WhatsApp works as a global marketing channel. The German company has been using WhatsApp to interact directly with its end customers since 2015. With its [...]

Messenger Marketing Trends: How will messaging communication develop this year? What kind of innovations can we expect, what should companies pay attention to if they want to offer professional [...]

How do organizations and institutions such as the Federal Employment Agency in Germany, the Bavarian Broadcasting or the Fraunhofer Society use chat services to present their projects and stories [...]

Is there an alternative to WhatsApp newsletters? WhatsApp is the most popular messenger service globally and companies have successfully been using WhatsApp to send messaging app newsletters for [...]

Messaging Apps as a Customer Service Platform: what has widely been suspected has finally been confirmed. The results of a survey conducted by BT and Cisco involving 5,000 participants from over [...]

Data Protection and WhatsApp for companies? GDPR and professional messenger communication? We explain how to offer customer service via WhatsApp in a secure way. In the beginning of November we [...]

Our series about Messaging Apps & Brands focuses exclusively on the topic of business opportunities and Messaging Apps. Which business options do these chat apps offer companies? The [...]

Today, we are proud to announce a new, exciting way to communicate with your customers via messaging apps – the MessengerPeople API.

From private banks, to credit unions, savings banks to online banks – everyone claims that the customer is the center of their attention.

Brick and mortar retailers, from drugstore chains to large department stores, currently face two decisive challenges. First, e-commerce is growing steadily, making it easy for customers to shop [...]

Competition in the industrial export sector is constantly increasing: factors like global interconnection, high production costs and a shortage of qualified personnel can create pressure on [...]

WhatsApp Notifications „Message Templates“ are (typically fee-based) push messages sent over WhatsApp Business API – they are the perfect complement to the free customer care chat. However, [...]

Although many consumers still opt to use travel agencies for personal consultation during travel booking, the growing number of digital offers and travel comparison sites raise the competition.

Everyone needs energy, but there are numerous energy suppliers on the market in the meantime. Competition between municipal utilities, large energy groups, and start-ups is strong, and online [...]

1:1 customer service, now made easier and more convenient with messaging apps. For both customers and employees in the insurance industry, this modern, effective communication channel has a [...]

Radio is an industry that can see huge benefits by using messaging apps to engage customers, capitalizing on two important trends for today’s customer experience: convenience and personalization. [...]

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. But what about other [...]

Companies are using messaging apps like WhatsApp, Facebook Messenger, iMessage, Viber and Telegram more and mroe for customer communication. But how can you measure the success of messaging app [...]

Our Customer Service: Why Messaging Apps Are #1 series explores how messaging apps stack up against other customer service channels such as e-mail, telephone, live chat, etc. Today’s topic [...]

This is the very first post on our new engineering blog, and I’m very excited for what we’re going to write about here. On this blog, we will provide meaningful, concise and technical information [...]

Our Customer Service: The Rise of Messaging Apps series will delve deeper into the possibilities that messaging app customer service offers. In four installments, we’ll analyze the advantages of [...]

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 [...]

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 [...]

Since August 2018, selected verified partners and companies have been given access to the official WhatsApp Business API. The business solution offers a variety of innovative usage scenarios for [...]

The WhatsApp Business API offers companies a multitude of usage possibilities for communication with clients. There are a few things you should keep in mind to really take advantage of the full [...]

Messenger communication is getting more and more popular. Messaging apps like WhatsApp or Facebook Messenger are gaining relevance and attention as a channel for customer communication, in [...]

Customer service and WhatsApp – this is the current trend for companies and customers alike! Customers want answers to their questions, and they want them fast. In our fast-moving [...]

With January coming to a close, it’s a good time to look back at customer care predictions from the last months of 2018 and gather stock of which customer service trends are expected to [...]

Customer service and WhatsApp – we’ve written a lot about how and why companies should start offering customer communication via messaging apps. A great example of an industry that [...]

Surprising but true: within three years, the number of people who use messaging app customer service to contact businesses has risen to more than 10,000,000. This is one of the many new [...]

The fashion industry is driven by quickly-changing trends — but one of the latest trends has nothing to do with color or cut, but instead with communication. Chat-based commerce is growing: [...]

In our series about Messaging Apps & Brands we take a look at the different business opportunities that a variety of messaging apps offer companies. In the last article, we explored the [...]

Messenger customer service: there’s so much that can go wrong in customer service. In order for your customer service over messaging apps and direct chats to be as successful as possible, we’ve [...]

As a company, you want to use WhatsApp in customer communication, but you don’t know how to implement it in a privacy-compliant and scalable way? That’s exactly what the WhatsApp [...]

Customer service & automotive industry: What do the automotive industry and messengers like WhatsApp have to do with each other? The answer lies in two particular factors that have been [...]

WhatsApp and other messenger apps are becoming increasingly more important as digitalization changes the way people communicate.  Most of us are interconnected and constantly online – especially [...]

Many bank customers have similar questions that can easily be answered by pre-defined responses. Especially on mobile devices, it is inconvenient to read through FAQ pages and to study [...]

Pizza Hut is currently on the (pizza) cutting edge in terms of marketing tools. The company did not only develop the first ever cinemagraph TV ad, a new image/video technology where a mostly [...]