Greater Focus on Visual Messaging
Marcus (the VP of Messenger) predicts that visual messaging (images, video, GIFs, and stickers) will continue to grow in popularity in 2019, as video chatting to engage with others becomes more popular on the platform. Facebook reported that there was 17 billion video chats in 2017, and with an increase on that number in 2018, we can only assume it will continue to grow in popularity in the coming years. They also reported that over the course of the last year that more than 500 billion emojis and 18 billion GIFs were sent last year.
Messenger to Become a Customer Service Channel
With one of the largest social networks powering it, Messenger is well placed to intensely threaten legacy channels of customer relationship management, like email and phone calls. Already, more than half of consumers would rather message a business than call customer service according to a Facebook commissioned study by Nielson. Messenger’s high engagement rates, convenience, and ability to offer new ways to reach business serve to make Messenger the preferred method for consumers to communicate with businesses.
Make the Platform perfect for businesses to market to consumers
Over the past year, businesses have been provided with new avenues to reach and engage with customers via Messenger, such s through the deployment of chatbots as customer service agents, concierges, broadcasting features, and customer chat plugins. Marcus highlights further advancements and investments in rich messaging experiences from brands of all sizes to create unique and valuable experiences that reach consumers at scale.
So, now you know what to look out for in 2019 with Facebook Messenger, I hope that this has informed you and you will prepare your strategies for it.