In a recent survey conducted by Facebook, participants who could chat with retailers on these messaging platforms, be it on transactions, inquiries, or post sales services, felt more positive about the business. Commerce became a personal affair. McLuhan was right, and is still right – The impact of messaging does lie on the medium.
It’s been almost 20 years, and why haven’t businesses been largely successful harnessing these platforms yet? Because until chatbots came along in 2016, businesses marketing themselves via messaging apps were oblivious to one philosophy/brand of personalisation – ‘If not human, be humane.’