Are Messaging Apps Fit for Small Business?

May 16, 2022

Can I use a Messaging App for my Small Business?

This may seem like a dumb question, as most small business owners today extensively use their preferred Messaging App and SMS to engage with their suppliers and their customers. But typically, these conversations are one-to-one and are limited to simple queries on products and services. They also rely on an individual’s mobile phone number (either personal or business number) and thus the conversation history is not available to other staff. However much more is possible with Messaging Apps that can free up business owners time and staff with simple queries that can be addressed 24x7 by a Chat Bot, and even handle the complete customer journey (order to payment). Want to learn more read on.

“63% Consumers message more with businesses now than two years ago” Source: Ovum Market Study

What Business functions are possible on a Messaging App?

Messaging Apps like WhatsApp (2B+ users), Facebook Messenger (1.3B+ users), iMessage (1.3B+ users) etc. are incredibly popular with individual users for one to one and for group chat. These Messaging Apps are looking for ways to monetize these Messaging Apps for business and leverage their large installed base of users to perform business functions with embedded ‘call to action’ just like you would expect from a Mobile App.

‘Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025’ - Market Study: Predicts 2021: CRM Customer Service and Support

A focus area for Messaging Apps is on customer engagement for marketing, lead generation, promotions etc. Messaging Apps are being careful not to turn their App into the equivalent of spam email or spam SMS by putting a focus on user opt-in to receiving business-initiated messages. Another area of focus for Messaging Apps is user-initiated customer support. Rather than calling a help-center or engaging with a webchat, users can use their favorite Messaging App. A great example of this is Airport (or Airline) information where you can look up arrival and departure information. Check out Dublin Airport (+35318144717) on WhatsApp and interact with their friendly chatbot as an example of this.

Beyond customer support and marketing promotions, it’s also possible to use Messaging Apps to do more complex functions such as allow users to order products and services, to use digital payments, support, and track loyalty (e.g., Buy 1 more coffee to get a free coffee) all from within the Messaging App.  This evolution means that Messaging Apps can perform at least all the same functions as a Mobile App or Website, but a lot more convenient for the user/customer as they don’t have to engage with a new interface or download an App.  

‘According to Gartner’s Future of Sales report, 33% of all buyers desire a seller-free sales experience — a preference that climbs to 44% for millennials.’ Market Study: Predicts 2021: CRM Customer Service and Support

Is there Messaging Service for Business option available? Yes

At Message My Customer we enable Messenger Apps for Business, and we focus on the needs of Small Businesses. Through a Messaging App interface, we provide Customer Relationship Management, eCommerce Store, Loyalty, and Digital Payments. For service industry we also enable Appointment bookings and handover to Customer Support, all without ever leaving the Messaging App. Every Business is provided a local Mobile Number (separate from their business number) that can be advertised on the Facebook business account or online such as Google business. We also provide Businesses with QR code(s) that make it simple for your customers to engage through a Messenger App with your Business.  

Sounds Interesting – Get in touch now.

We would love to chat with you about how your business could benefit from OMNI channel messaging and WhatsApp business platform. Get in touch with us at and we will schedule a call.

So go ahead and join the conversation by taking advantage of the 23 hours that consumers spend per week on their Messaging Apps and use that to grow your Business.

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