" Social messaging apps have surpassed social networks ." This factoid was used by Frans Reichardt to open the Social Messaging Event. This article is based on the Social Messaging Event organized by Frankwatching on Friday, September 22, 2017.
What can you do as a company with social messaging?
Many companies are still searching for the holy grail of customer service. "That's going to change whatsapp data says Jarno Duursma. He also tells us that consumers are just as happy to message a company as to call (49.4% versus 50.6%). The advantage of social messaging for companies is that customers ask simpler and shorter questions. This, in turn, presents opportunities for chatbots.
Conversational commerce opportunity
Conversational commerce describes how you can still achieve your sales objectives during a customer service conversation. It stems from the concept of conversational interfaces , which is a development of the basic concept of artificial intelligence . Because algorithms have become more sophisticated, there's more data to inform and train, and new solutions are being built based on cloud-based cognitive services, conversational interfaces have become increasingly important in customer contact. The starting point of the conversation is providing service. If you do that exceptionally well, for example, through social messaging channels, you'll connect your customers and target audience to your brand.
Many companies are still searching for the holy grail in customer service.
Jarno Duursma on what you can do with WhatsApp as a company
The prime example of Facebook Messenger is the Chinese WeChat, which can be described as " one app to rule them all ." The Chinese use WeChat 30 percent of their phone time—a substantial percentage! With the app, you can not only send messages, but also order food, pay at the cinema, hail a taxi, schedule a doctor's appointment, and so on. Mark Zuckerberg wants to make this possible in Messenger. The commercial opportunities for businesses via Messenger are therefore enormous. "WhatsApp will remain the light version for a long time to come," expects Jarno Duursma.