Some experts say that the future of messaging is now. Today, messaging applications get an absolutely new look. For the past ten years, we all have noticed a continued evolution from simple SMS/MMS to powerful Facebook Messenger, Viber, Whatsapp, etc. Over a billion users around the globe are using messengers today. In current times, it’s the best way to contact each other. However, modern messengers aren’t just simple communication tools; they are also used as a powerful marketing instrument. With more options upping the convenience factor, such mobile apps make our lives easier by replacing online logins, emails, or even customer call centers. It goes without saying that messaging is here to stay!
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The Evolution of Online Messengers
It is clear that messaging app communication is continually growing. However, we can name the following most significant phases:
- Content distribution was the primary goal of messaging applications. People subscribed to newsletters on Facebook Messenger or WhatsApp and looked through regular posts about a specific theme. As a result, companies reached more customers in real-time.
- Providing customer service. Companies realized that messaging platforms are a superb tool that can be used for providing customer service. Clients want to get quick and fast answers to their questions. Companies need to reach more clients.
- Messaging platforms are the best tools that can provide both customers and companies with an immediate solution. For example, such well-known messaging platforms as Whatsapp and Facebook focused on developing robust business solutions. For example, WhatsApp released two absolutely different business solutions that were focused on providing dialogue-based customer services.
- Conversational marketing is the final stage of messenger communication.
Rise of Machines
Chatbots hit the market a few years ago. Their main goal was to revolutionize and improve customer care experience. As we can see, this technology is very sophisticated, and some experts even say that chatbots can substitute human communication. A few years ago, chatbots looked like simple pieces of code, but today, they are powerful artificial intelligence systems that can quickly adapt to absolutely any situation.
Chatbots have numerous benefits. They can work round-the-clock. Simply put, they can provide 24/7 support on any platform. The more they are used, the better they become. Moreover, they can see a customer’s interaction history with a company; that’s why there’s no need to explain the details of your problem again and again. Chatbots will surely understand.
You probably think that chatbots’ importance is overestimated because human agents can provide the same customized experience. But in fact, it takes more time for human agents to look through the notes and provide assistance quickly and professionally. Moreover, modern customers actually don’t care whether they are communicating with real people or chatbots. They have only one desire – to solve their problems as quickly as possible. In fact, it doesn’t matter who’ll be solving it. Besides, there’s no need to wait on hold for 5, 10, or 20 minutes until a human agent is available. Chatbots can easily solve any problem right after you contact a website.
Chat Is Our Future
Millennials can’t imagine their lives without chatting. Moreover, they have a love affair with chatting. They don’t make calls; they prefer solving all the problems through chats. In 2019, 2.5 billion mobile users used mobile messengers. This figure is expected to grow in 2023 to 3 billion users. So we can see that this field is expected to grow.
Facebook, the owner of two well-known platforms, WhatsApp and Messenger, provided a detailed report that shows that more than 1 billion people are using Messenger today. All these users enjoy messaging, and they aren’t going to stop using this communication method.
We can see that today, emails are mostly used for business purposes. In everyday life, people prefer messengers. However, messages from employers shouldn’t be boring. They should be inspiring and engaging instead. This is where the use of mobile chatting apps might be the right solution. Rather than sending emails that can be ignored, it would be more effective for a manager to use messengers to communicate with their team. This form of communication is more personal, and you can always monitor whether your employee is reading your messages or not.
Today, we have the functionality allowing us to send text messages, audio/video, or animated gifs via mobile messaging. However, this form of communication will be even more popular when 5G provides us with more bandwidth. But experts also predict the development of instant voice messaging. Simply put, users can stay connected to each other in a voice channel. When one person talks, the other one can listen. For example, just imagine the situation when two friends are discussing the latest fashion trends. One woman tries a dress with augmented reality, and her friend can immediately see an image and give feedback. Sounds great, right?
It is also expected that in the next decade, people will be able to create 3D projections and AI-generated avatars. But the greatest benefit of this achievement is that there’s no need to have professional editing skills to make them. Users can create these avatars with the help of AI-powered mobile apps. This achievement will undoubtedly influence businesses too because this allows brands to communicate via avatars.
By 2040, we’ll also have technology that can recreate experiences from one person to another (warm beach breeze or windy weather). After that, it will be possible to share them over various mobile messaging platforms. However, a lot of this is impossible without 5G. Incorporating 5G is the foremost step towards achieving that goal.
Overall, we can see that online messengers are the future of modern communication. They won’t fall into oblivion in the next ten years. However, they will undergo significant changes!