In a time when customers demand quick answers and personalized experiences, messenger apps enable both while saving organizations money.īuilding mobile messaging right into your app emulates a messenger app and helps you retain users who prefer to communicate this way. In fact, brands that use messenger apps for customer service see an average CSAT of 4.1, which is 35% higher than the average CSAT for email conversations.īrands can also employ automation and AI so that QuickSearch Bots enable a quick average time to first response and an ideal resolution time. They’re a highly effective and engaging way of interacting with customers and raising customer satisfaction scores. Within Facebook Messenger, live chat, or in-app messaging, customers can reach out to brands for immediate response.Ĭonversations that occur within messenger apps are dynamic and two-way, allowing for contextual conversation while the user is engaged with the app. Messenger apps are increasingly used in customer service to enable customers to communicate with brands easily about service issues and product questions. Why Do Messenger Apps Matter to Customer Service? WhatsApp currently has 1.6 billion users, while Facebook messenger has 1.3 billion and popular messaging platform WeChat has 1.1 billion users. Now, messaging apps attract billions of users, and they’re in use all over the world. By 2013, the number of messages being sent via these apps surpassed that of SMS messages. The technology behind messaging apps has been in widespread use since the early 90s, but it really rose in popularity in the early 2000s with the advent of messaging apps like AOL Messenger. Messenger apps are now commonplace, with many brands employing the technology to connect their customers with customer service agents. With more and more messenger apps popping up every day, this type of technology is quickly becoming the most popular way to send text-based messages, replacing SMS and MMS as the preference of most consumers. A messenger app is any app that enables a private messaging function between two or more people.
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