PSFK Power of Chat Debrief

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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