How messaging apps are changing customer service
Hello and welcome to an upcoming four-part editorial on messaging and the chatbot revolution at our doorstep.
In this four-part series, I will bring you up to speed on fast-emerging trends and the opportunities these trends bring to the customer service industry.
In the ’80s, it was the computer, in the ’90s the internet.
In the mid-2000s came the smartphone and in 2010, apps and the rise of social media were hot topics.
Today, we’re entering a new era.
Over the last few years, there has been a quiet revolution which shows our habits have changed.
In fact, in 2021 in Australia, we spend over 3.5 hours per day on apps and a staggering 5.5. hours of screentime.
Research shows that there are approximately 80 apps installed on the average smartphone however the average person uses only 9 apps on a daily basis and approximately 30 apps each month.
This is a contrast to the early days of the app stores when we all raced to download and fill our phones with the latest apps.
Some businesses have been quick to cater to the increased appetite of messaging apps by boosting functionality and versatility within their own apps.
For example, within the WeChat messaging interface you can make in-store payments, transfer money to friends, hail a cab and much, much more.
The continued rise of Messaging Apps
In 2021, Messaging Apps continue to rise in popularity with WhatsApp having over 2 billion users per month.
This is followed by Facebook Messenger (1.3b), WeChat (1.242b), QQ (0.6b), Telgram (0.55b) and Snapchat (.51b).
We love the multimedia interface of messaging apps, ease of being able to converse in an ongoing way and are comfortable.
That’s a lot of time being spent in messaging apps so it’s no wonder businesses are sensing the opportunity to make it easier for customers to converse with them on the same channels.
The question is, is your business ready?