Facebook Messenger

Messaging platforms could even boost NPS – businesses should get on-board now

In 2015 Mark Zuckerberg moved the Facebook Messenger app out of the original Facebook app, taking the bet that billions would use Messenger for much more than just chatting with friends and sharing GIFs.

He believed that they would come to use the app as a means of interacting with businesses to raise questions about products they’d purchased or intended to purchase, for instance.

How KLM uses bots and AI in ‘human’ social customer service

KLM social media manager Karlijn Vogel-Meijer was one of the most enlightening speakers at 2016’s Festival of Marketing.

She told the story of KLM’s work on social media, including the latest footnote – using AI and bots to enhance the customer journey whilst maintaining a human touch.

Here’s a recap..

Instant messaging: An introduction to the future of communication

At Facebook’s F8 conference earlier this year, Mark Zuckerberg said “(Instant messaging) is going to be the next big platform for helping you connect with all kinds of services in new ways”.

When you bear in mind this is a man who spent the best part of $22bn buying WhatsApp, you can be pretty sure he’s going to be right.

But where is instant messaging heading and what does this mean for marketers?

The latest messaging app unicorn: India’s Hike

Global messaging powerhouses Facebook Messenger and WhatsApp face a new challenge from India, and it’s a big one.

When most people think of messaging in Asia, names like WeChat (China), Kakaotalk (Korea) and LINE (Japan) come to mind.