The Engagement Revolution: How Messaging Apps Are Putting Customers in Control

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August 27, 2024

Tips for Brands to Enhance Customer Interactions via Messaging Apps:

  1. Be There for Them:  Since customers are reaching out on messaging apps, ensure you have a presence on the platforms they use most (retail = focus on SMS, finance = explore secure messaging apps).
  2. Make it Easy: Offer customer service, promotions, and other interactions through messaging apps for ultimate convenience.
  3. Personalize the Experience: Don't just blast messages. Use customer data to personalize interactions and build relationships.
  4. Go Beyond Exclusivity:  While exclusive content can be a perk, focus on providing real value through personalized interactions and building a connection with your customers.

The Engagement Revolution: How Messaging Apps Are Putting Customers in Control

Customers are craving a more personal connection with brands, and they're turning to messaging apps to get it. Discover how to adapt your brand strategy to win in the age of conversational commerce!

Tips for Brands to Enhance Customer Interactions via Messaging Apps:

  1. Be There for Them:  Since customers are reaching out on messaging apps, ensure you have a presence on the platforms they use most (retail = focus on SMS, finance = explore secure messaging apps).
  2. Make it Easy: Offer customer service, promotions, and other interactions through messaging apps for ultimate convenience.
  3. Personalize the Experience: Don't just blast messages. Use customer data to personalize interactions and build relationships.
  4. Go Beyond Exclusivity:  While exclusive content can be a perk, focus on providing real value through personalized interactions and building a connection with your customers.

FAQ

Why should my brand care about messaging apps?
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64% of US consumers use messaging apps to interact with brands weekly, making it a key channel for customer service, promotions, and building relationships.

BioBrain's Insights Engine refers to BioBrain's combined AI, Automation & Agility capabilities which are designed to enhance the efficiency and effectiveness of market research processes through the use of sophisticated technologies. Our AI systems leverage well-developed advanced natural language processing (NLP) models and generative capabilities created as a result of broader world information. We have combined these capabilities with rigorously mapped statistical analysis methods and automation workflows developed by researchers in BioBrain’s product team. These technologies work together to drive processes, cumulatively termed as ‘Insight Engine’ by BioBrain Insights. It streamlines and optimizes market research workflows, enabling the extraction of actionable insights from complex data sets through rigorously tested, intelligent workflows.
What do customers value most in messaging app interactions?
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Convenience is king (18%), followed by personalization (15%) and relationship building (11%). Exclusive content is a bonus (17%), but not the sole focus.

BioBrain's Insights Engine refers to BioBrain's combined AI, Automation & Agility capabilities which are designed to enhance the efficiency and effectiveness of market research processes through the use of sophisticated technologies. Our AI systems leverage well-developed advanced natural language processing (NLP) models and generative capabilities created as a result of broader world information. We have combined these capabilities with rigorously mapped statistical analysis methods and automation workflows developed by researchers in BioBrain’s product team. These technologies work together to drive processes, cumulatively termed as ‘Insight Engine’ by BioBrain Insights. It streamlines and optimizes market research workflows, enabling the extraction of actionable insights from complex data sets through rigorously tested, intelligent workflows.
In which industries are messaging apps most popular for customer interaction?
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Messaging apps shine in Retail & E-commerce (75%), Travel & Hospitality (42%), Finance & Banking (33%), Food & Beverage (26%), and Entertainment & Media (19%).

BioBrain's Insights Engine refers to BioBrain's combined AI, Automation & Agility capabilities which are designed to enhance the efficiency and effectiveness of market research processes through the use of sophisticated technologies. Our AI systems leverage well-developed advanced natural language processing (NLP) models and generative capabilities created as a result of broader world information. We have combined these capabilities with rigorously mapped statistical analysis methods and automation workflows developed by researchers in BioBrain’s product team. These technologies work together to drive processes, cumulatively termed as ‘Insight Engine’ by BioBrain Insights. It streamlines and optimizes market research workflows, enabling the extraction of actionable insights from complex data sets through rigorously tested, intelligent workflows.