Conducting business via message arose as a key trend of focus in social media marketing circles this year, with Facebook leading the charge.
Back in April, Facebook announced their Bots for Messenger platform, heralding the future of automated customer service via quick, simple interactions. And that focus makes sense - both WhatsApp and Messenger now have more than a billion users each, and with more and more people conducting more of their daily interactions via messaging services, it stands to reason that the platforms should be incorporating more options to help brands reach those users on the services which they're already active.
But do people really want to conduct business via message?
The answer to this question is still not clear - Facebook says that there are now more than 34,000 active Bots on Messenger, but that number always surprises people because most simply don't use them. And that's a problem - if Facebook wants to transform Messenger into an all-encompassing business and communications platform, they'll also likely need to transform people's perceptions of what Messenger is, and raise awareness of the benefits of business interactions with brands.
But despite the slower than expected take-up, conducting business via message is on the rise - as noted in this new infographic from The Social Network. Facebook commissioned Nielsen to conduct a survey of more than 12,500 people across 14 markets to get a better understanding of how people feel about business via message, and incorporated those findings with data from their own networks. And their findings present some interesting food for thought - take a look at the full infographic below.