Spanning verticals from luxury and apparel to travel and cryptocurrency, today's most innovative retailers and services are fostering consumer engagement through messaging capabilities

In a recent report from Smooch, research indicated that consumers are increasingly turning to virtual messaging—chatbots, chat services and the like—for assistance in their shopper journey. The survey concluded that 83% of global consumers message businesses to learn about a product or service, 76% message to get support and 75% message to make a purchase.

It seems clear that messaging is how and where consumers are spending their time; and yet, it remains a largely untapped opportunity for brands. In the following excerpt from PSFK's messaging apps report, The Messaging Deck, we compiled some of today's top brands who have stepped up their messaging game to deliver a superior customer experience:

Iris Nova
The direct-to-consumer beverage brand is expanding offline with a cashierless store that allows customers to text to pay for their order.

SnapTravel
AI-powered chatbot SnapTravel lets travelers book hotels and get exclusive deals through text and voice interactions on Whatsapp, iMessage, Facebook Messenger and more.

Harvey Nichols AskHN
The Britain-based department store’s AskHN platform allows online shoppers to connect directly with in-store associates for remote guidance and support.

Jetblack
Walmart's personal shopping service Jetblack enables members to submit shopping requests via text, receiving personalized recommendations and same day delivery.

Planned Parenthood x Ask Roo
Planned Parenthood's in-house chatbot answers teens’ sexual health questions and connects them to additional resources, like human educators.

Telegram
Cloud-based messenger app Telegram offers a ‘Nuclear' option that lets users delete messages in one-to-one private chats after they're sent, and not only from their own inbox.

Quartz Brief
Media company Quartz offers curated updates of the latest news delivered in a conversational format complete with GIFs, images and augmented reality features.

HealthJoy
The health benefits and chat-powered platform HealthJoy helps employees navigate their health benefits to cut down on costs and connect them to necessary care.

WeChat Mini-Programs
2.3M+ apps integrated within the messaging platform WeChat offer exclusive discounts, games and other tailored engagements, seeing 230M daily active users interacting an average of 4x a day.

Kik Kin Ecosystem
Kik Interactive developed their own digital currency, Kin. The ethereum-based cryptocurrency rewards users for the value they create within the broader app ecosystem.

These are just a few examples of brands driving engagement by meeting their digital-first consumers where they already are—for the full brief, download PSFK's The Messaging Deck report now.


Lead image: stock photos from Mooshny/Shutterstock

In a recent report from Smooch, research indicated that consumers are increasingly turning to virtual messaging—chatbots, chat services and the like—for assistance in their shopper journey. The survey concluded that 83% of global consumers message businesses to learn about a product or service, 76% message to get support and 75% message to make a purchase.

It seems clear that messaging is how and where consumers are spending their time; and yet, it remains a largely untapped opportunity for brands. In the following excerpt from PSFK's messaging apps report, The Messaging Deck, we compiled some of today's top brands who have stepped up their messaging game to deliver a superior customer experience: