More users than ever use messaging to engage with brands and make purchases. In a continually evolving world of social media marketing, personalizing your customers digital experience is key. Accordingly, brand utilisation of their social channels messaging features to engage with their customers is becoming increasingly important.
In 2020, Zendesk found that 40% of millennials and Gen Xers, and 20% of baby boomers and older, used messaging for the very first time to connect with a brand. It is thought this trend was picking up before the pandemic, and has been accelerated as a result.
Therefor it is crucial that brands social medias are not only attractive and informative for the user, but that they are used regularly to communicate with audiences, helping to turn page visitors into loyal customers.
