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Among people surveyed*
63%say their messaging with businesses has increasedover the past two years
Messaging businessesis on the rise
Look who’s sending2
Compared to the average person whomessages businesses
25%
more likely to message Retailers
Millennials are
Sources and methodology:*Among people surveyed who currently message businesses
“Businesses and organizations” defined as Pages on Facebook.
1. Facebook data, global, Jul 2016.2. Facebook data, global, Apr–Sep 2016 (accessed Nov 2016).
Source unless otherwise specified:“Facebook Messaging Survey” by Nielsen (Facebook-commissioned study of 12,500 people ages 18+ who used a mobile messaging app in the past 30 days across AE, AU, BR, FR, ID, IN, JP, KR, MX, TH, TW, the UK, the US and VN), Mar 2016.The study included 1,000 respondents per market except for AE, TW, VN, where the sample size was 500. Data is on average across the 14 markets.
When ConversationLeads to CommerceMobile messaging is for more than just friends. Peopleare increasingly using the chat apps they’ve downloaded to connect with businesses big and small, near and far. Discover what’s driving people’s preference for messaging businesses and how it can help you unlock powerful connections with the people who matter to you most.
People say being able to chat with a businessor retailer makes them feel
Retailers torestaurants2
Messaging goes to marketMessenger data reveals people’s global and growing interest in messaging businesses
More than
1 in 2people say they are more
likely to shop with a business they can message
Retailers Professional Services
1
Local Events + Restaurants
54
NonprofitsMedia + Celebrities
3
2
With people messaging more than ever, there’s never been a better time to join the messaging movement—especially if you’re open to experimentation andeager to help shape the futureof communication.
BUILD SOMETHING BETTER
Whether you want to resolve inquiries faster, help people make easier decisions or provide proactive reminders, learn how bots and automation can help you unlock the magicof messaging at scale.
MAKE YOUR PRESENCE KNOWN
Ensure it’s easy for people to find and connect withyour business, and encourage the people who mattermost to message and stay close to you.
EXPRESS YOURSELF
Bring your brand’s personality to life through language—including visual language. People on Messenger share over 9.5B photos every month and over 5M GIFs every day.1 Explore some recent learnings around creative strategy on Messenger.
MEASURE WHAT MATTERS
Want to know how often people are transferred from yourbot to a human agent? Wondering how many people who’ve interacted with your bot make a purchase in your app? Usea growing set of analytics tools to measure bot-related business outcomes and make your most informed decisions.
Conveniencecreates closeness
People surveyedsay messagingwith businesses*
People’s preferences are shifting
Messaging makes commerce personal
Messaging canmake commerce happen
Messaging throughoutthe journeyAs people pave a new path to purchase, growing numbers say messaging is their preferred way to communicate with a business*
Types of businesses and organizations people message most
What it meansfor marketers
3
2
4
1
56%would rather message
than call customer service
61%like getting
personalized messagesfrom businesses
67%expect to message
businesses even more over the next two years
more likely thanwomen to messageLocal Events + Restaurants
more likely thanmen to message Professional Services
29%Men are
12%Women are
More positive about the business
The business cares about them
More likely to trust the business
63%
59%
55%
Asking a businessa question
Asking about store hours, location or inventory
35%
33%
Making or confirming an appointment
Making a purchase orplacing an order
34%
33%
Providing feedback about a business
Sharing photosof a product
30%
39%
Consideration Conversion Connection
1Bmessages
with businessesand organizations1
Every month peopleexchange over
63%say being able tomake paymentswith a messagingapp matters
69% 68%
makes it easyto stay up-to-dateis convenient
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