Since April 2014, Facebook Messenger has grown from 200m monthly users to a whopping 900m. This statistic showsjust how much messaging apps have exploded in popularity, and also highlights a major shift in where people spend theirtime. Easy to use, convenient and user-friendly – messaging apps are no longer part of social media websites, butseparate entities altogether. As a result, brands have now realised the potential of using messaging platforms to engage
with and connect with audiences. Combined with the consumer’s growing desire for instant and one-on- one contact,chatbots look set to surpass platforms like Twitter for customer care. Instead of being put on hold or waiting on a website chat service, a chatbot will provide an instantaneous response. Consequently, one of the biggest benefits for the consumers Where brands might have struggled to entice an audience to download and use a separate app, consumers are farlikelier to use a chatbot service that’s part of an app they already use (e.g. Facebook Messenger). As a result, themarketers job will become far easier. Alongside capitalising on the time we now spend in apps, the benefits also includemuch greater control. With brands struggling to keep up with a multitude of platforms, chatbots will enable a morestreamlined approach as well as access to increased amounts of data. This data coupled with the power of Chat can fillthe wide gap between business expense & revenue generation.
The improvements not just helps the businesses save on costs but adds greatly to the revenues and thus creating aminimal cost channel. With the businesses reaching out to new Internet users, chat seems to be the most naturalchannel to ensure the onboarding & adaption. Though it is early to say if chat is the new UI, but certainly chats havegarnered their fair share of attention & businesses can overlook them at their own risk