While Facebook, YouTube, and Instagram continue to dominate headlines, it’s the private messaging platforms that are quietly reshaping user behavior. In January 2017, apps like WeChat, WhatsApp, Snapchat, and Telegram aren’t just personal communication tools—they’re full-scale ecosystems for brand interaction, customer service, and community building. Smart marketers are recognizing that the future of connection is private, personal, and purposeful.
The Four Platforms
• WeChat (846 million users): Dominant in China, WeChat combines messaging, payments, commerce, and social all in one app. Businesses use official accounts to deliver content, promotions, and even customer support. For organizations, it’s a closed-loop CRM and marketing hub.
• WhatsApp (1.2 billion users): Globally popular and known for simplicity and encryption. Businesses use WhatsApp for customer updates, support chats, and more, especially in emerging markets. Tools like WhatsApp Web and Broadcast Lists make it useful at scale.
• Snapchat (300+ million daily users): Visual messaging app famous for disappearing content and stories. Brands and creators build short-form stories that drive engagement through humor, FOMO, and behind-the-scenes experiences.
• Telegram (~100 million users): Known for privacy and group capabilities, Telegram is popular in tech, education, and activist spaces. Channels allow organizations to broadcast updates, while bots offer automation potential.
Using Messaging Apps for Business
• Content Delivery: Create dedicated channels or groups to share timely updates, discounts, or content links directly to subscribers.
• Customer Service: Offer real-time or near-instant messaging for questions, support, and post-purchase engagement.
• Community Building: Form groups or discussion channels around shared interests, events, or customer segments.
• Automation: Use bots (especially on Telegram or WeChat) to answer FAQs, route queries, or deliver resources on demand.
• Commerce: Especially on WeChat, entire transactions—including payments—can be completed within the app.
Strategic Insight: Where Conversations Become Conversions
• What’s your story? You want to be where your audience communicates naturally and frequently.
• What do you solve? You solve attention fatigue and friction by delivering value in the flow of conversation.
• How do you do it? By using messaging platforms to create direct, human, and helpful interactions.
• Why do they care? Because trust builds faster in personal spaces than public posts.
Fictional Ideas
A nonprofit focused on education creates a Telegram Channel to share daily study tips and success stories. Using a chatbot, it allows subscribers to request free PDFs, register for webinars, or ask questions. Engagement grows daily, and within two weeks they launch a micro-donation campaign through the same channel—raising awareness and support with zero ad spend.
References
Statista. (2017). ‘Most Popular Messaging Apps Worldwide.’ https://www.statista.com/
WeChat Official Blog. (2017). ‘How Brands Use WeChat Official Accounts.’ https://blog.wechat.com/
WhatsApp. (2017). ‘Business Use Cases and Features.’ https://www.whatsapp.com/business/
Snapchat for Business. (2017). ‘Advertising Tools & Insights.’ https://forbusiness.snapchat.com/
Telegram Blog. (2017). ‘Using Bots and Channels for Community Engagement.’ https://telegram.org/blog
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