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