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Latest 16 Jul 2020 | Customer Service | 4 min read

This Week: Is Facebook About to Change the Messaging Game?

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Is Facebook About to Change the Messaging Game?

Facebook may be about to let users of WhatsApp and Messenger chat to one another from within their respective apps. This would be an absolute game-changer.

WhatsApp has 1.5 billion users. Messenger has 1.2 billion users. Having a combined coverage of close to 3 billion people would help Facebook to cement its position as a leading player in messaging at a time where Apple and Google are trying to muscle in.

The key difference between the Messenger and WhatsApp at present is the lack of end-to-end encryption on Messenger. However, I would expect any security issues to be resolved before cross-app communication is possible.

From a business to consumer perspective, it’s great news. Any consolidation means being able to focus on fewer channels while reaching more people. Traditionally, WhatsApp is more popular in Europe and Asia while Messenger is used readily in the US. Being able to bring the user base together under one roof could make it easier for brands to connect with their customers around the world.

Related Content
  1. Why Move to Messaging?
  2. This Week: Google Adds Business Messages to Maps and Search
  3. This Week: Is This Chatbot the Future of Retail CX?

How the COVID Response is Powered by Chatbots

Over the past few months, we've seen messaging volume skyrocket across the globe. Consumers are dealing with brands digitally rather than in person and the result is that they have more questions that need answers. At the same time, contact centers have had to shrink in size, figure out remote working, or even close altogether. 

So, how can brands handle more customer conversations with fewer resources? The answer, as we’ve discussed in great detail, is by leveraging automated chatbots to handle the most common customer queries. 

But it’s not just brands who are using this technology, governments and NGOs are also using the power of automation in their Coronavirus response strategy. In fact, 75% of US states have employed chatbots to support labor departments that have been overwhelmed by unemployment claims alongside a myriad of queries about the health crisis, such as asking about the symptoms and guidance on how to get tested.

In recent editions of this round-up I’ve applauded brands who have acted with great agility to fast-track solutions that help their customers in these trying times and the same sentiments must go out to the government officials who have acted quickly to help get vital information to people who need it most.

"So, how can brands handle more customer conversations with fewer resources? The answer... is by leveraging automated chatbots to handle the most common customer queries."

Why it’s Time to Move to Messaging

Move to Messaging. It’s a simple concept. One that we’ve displayed proudly on our homepage and social media accounts for the past six months. But what does it mean? And why is it at the heart of everything we do? Read our blog post ‘Why Move to Messaging?’ to find out more.




Let’s keep the conversation going

Thanks for swinging by again. You can carry on the conversation at @conversocial or @idohacohen

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