Mobile messaging has long been a popular way to connect with family and friends. However, with the increase in the use of mobile messaging, it is natural that we are changing our messaging habits to connect with businesses and making mobile purchases. This statement is confirmed by Facebook’s latest report, which outlines mobile messaging as an increasingly effective business tool.

Customers Are Moving To Messenger

The report states that more than 20 billion messages between people and businesses are sent through Messenger every year. Also, 64% of people say that they would rather message than call business.

Considering that, according to Facebook data, more than 40 million companies are currently active on Messenger, this trend should not surprise anyone. Just the opposite, it is expected that with a change in customer’s habits, more and more businesses will adapt their communication with customers and increasingly use mobile messaging for these purposes.  

In its report, Facebook specifically highlighted the travel sector as an example of the growing use of messaging for business purposes. You can read the entire report at this link, and below, you can see a graphical representation of the data listed in the report.

Only One Message Between Businesses and Customers

This data definitely indicates trends in communication with customers. All companies that care about their customers should seriously consider them and include it in their communication strategy if they are not already.

Having in mind that messaging applications are already on many people’s mobile devices is a great starting point to establish successful business-customer communication.

However, to achieve that, businesses need to supplement chatbots with stuff to ensure complex requests are handled correctly. Automation and AI enable personalization at scale, but they handle everything. Last but not least, it is necessary to deliver messaging experiences that are responsive and user-friendly consistently. It’s not enough merely having a communication strategy.