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The Importance of Text & Messaging As Consumer Interface
The Power Of Chat Debrief
SUMMARY PRESENTATION
The Report
Download the full Power of Chat Debrief:
psfk.com/report/power-of-chat-debrief
700 Million Monthly Active Users
70 Million Monthly Active Users
236 Million Monthly Active Users
600 Million Monthly Active Users
70 Million Monthly Active Users
181 Million Monthly Active Users
468 Million Monthly Active Users
48 Million Monthly Active Users
100 Million Monthly Active Users
WhatsApp TangoViberFacebook Messenger
HikeLineWeChat KakaoTalk
iMessage
Why Pay Attention
98% of SMS communications in the U.S. are opened and read. A 22% open rate is considered very good for email marketing and a 12% read rate is considered good for Facebook posts.
Practical Ecommerce, 2015
97% of smartphone owners report using their mobile device for text messaging, 75% for social networking and 60% for taking pictures or video per week.
FactTank, Pew Research Center, 2015
People respond to emails in approximately 90 minutes, but respond to text messages in approximately 90 seconds.
Practical Ecommerce, 2015
Why Pay Attention
Overview
One-To-One Customer Service
Text-To-Shop Instant Journaling
Bite-Sized Expertise
5
Ephemeral Messaging
4321
Trend 1: One-To-One Customer Service
Deliver best-in-class service with a personal touch by enabling customers to quickly connect to the right representative via chat.
Zingle @ZingleMe
Chat Provider Allows Guests To Efficiently Communicate With Hotel Personnel
Trend 1: One-To-One Customer Service
Operator @Operator
Connect To A Personal Shopper Via Text To Find The Perfect Product
Trend 1: One-To-One Customer Service
Trend 2: Text-To-Shop
Streamline the path to purchase by embedding the ability to buy directly into the chat interface, catering to planned and impulse buys while saving customers time and effort.
Fooji @GoFooji
Texting An Emoji Orders Lunch For Immediate Delivery
Trend 2: Text-To-Shop
Drunk Shopping www.drrrunkshopping.com
Text Service Suggests Products To Inebriated Smartphone Users
Trend 2: Text-To-Shop
Trend 3: Instant Journaling
Harness short form text, emojis and SMS interactions to simplify the process of record keeping and make it a natural part of a day, helping users collect thoughts, ideas, and moments of inspiration wherever they are.
Emojiary @Emojiary
Emoji-Based Service Makes Journaling Fast And Easy
Trend 3: Instant Journaling
Reporter @GetReporter
Gain Personal Insights By Recording Daily Details
Trend 3: Instant Journaling
Trend 4: Bite-Size Expertise
Connect users with experts for one-to-one insights and recommendations when they need them most, helping them adopt and retain positive habits.
talkspace @talkspace
Therapy Delivered Via Text Message Offers Support When Needed
Trend 4: Bite-Size Expertise
Rise @Rise
Dietitians Reinforce Positive Eating Habits By Chatting Real-Time Advice
Trend 4: Bite-Size Expertise
Trend 5: Ephemeral Messaging
Adopt tools and policies that give users better control over their private information, allowing anyone to securely and confidently communicate over text, and then wash it all away.
Wickr @MyWickr
Encrypted Messaging App Deletes Data After It Has Been Read
Trend 5: Ephemeral Messaging
Strings @StringsApp
Strings Allows Users To Untext Messages On Both Sides Of A Chat
Trend 5: Ephemeral Messaging
Key Takeaways
1 2 3 4 5 6
Intelligent Pairing
One-Click Purchase
In-The-Moment Expertise
Short-Burst Inspiration
One-To-One Networks
Personalization In Aggregate
Reports
Download the full Power of Chat Debrief:psfk.com/report/power-of-chat-debrief
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The Importance of Text & Messaging As Consumer Interface
The Power Of Chat Debrief
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SUMMARY PRESENTATION