Brands use messenger apps to interact with consumers
Implications - As buzz continues to mount surrounding the future role of messenger apps in brand-consumer interaction, Facebook Messenger and WeChat have taken the lead with a number of notable campaigns and dedicated B2B services around the platform. In addition to highlighting the evolving relationship between brands and consumers that sees this type of communication as a customer service expectation rather than an intrusion of privacy, this pattern demonstrates the need for brands to explore the ways in which such platforms can enable them to exceed expectations .
Workshop Question - How can your brand utilize online platforms to communicate with consumers in a more accessible manner?
Trend Themes
1. Messenger Marketing - Messenger apps are increasingly being used by brands to interact with customers and provide customer support, with Facebook Messenger and WeChat leading the way.
2. AI Chatbots - AI chatbots are becoming more popular as a way for businesses to interact with customers, from ordering fast food to booking flights, and offer a cost-effective and engaging way to connect with audiences.
3. Digital Assistants and Banking - Digital assistants such as Personetics Anywhere are now being used by banks to provide personalized guidance and advice to customers, leveraging real-time predictive analysis technology to anticipate consumer demands and offer a better service.
Industry Implications
1. Marketing and Advertising - Messenger marketing and AI chatbots offer disruptive innovation opportunities for businesses looking to connect with customers in new and engaging ways.
2. Finance and Banking - Digital assistants are transforming the banking industry by offering customers personalized guidance and advice through channels like Facebook Messenger, improving overall customer satisfaction.
3. Retail and Ecommerce - AI chatbots are also being leveraged by eCommerce companies to provide a more streamlined and engaging customer experience, reducing the need for manual responses and freeing up staff to focus on other tasks.
9 Featured, 67 Examples:
162,321 Total Clicks
Date Range:
Mar 16 — Jul 16
Trending:
Mild
Consumer Insight Topics:
