Want to get into the DMs of your customers? Apps for everything.
Social messaging apps have become essential tools for communication. Social media is not only for individuals — brands can also use it.
It’s great to use social media to spread your message, but to create a closer connection with your followers and fans — and to provide the best possible customer service on social media — you need to learn about the most popular messaging applications.
Bonus: Download a free and easy-to-use template for calculating your monthly efforts in customer service.
What are social messaging applications?
Apps that let you chat privately on your computer or phone with other users are called social messaging apps. Video chat is included in many.
You are not connected to the phone via reception, but through internet. You can send as many messages as you want, so long you have access to WiFi or 3G.
Users of social messaging platforms can create public profiles, images and statuses to share with other members of their network. Direct messages are private. Like a text, you can send words, photos, videos, or links. This is great news for all the emoji lovers out there.
Social media apps are usually connected to the social media platform so you can send messages. Messenger, a social media messaging app tied to Facebook, allows you to take a conversation that was posted on your Business Page and move it into a private Messenger conversation.
So discrete! So discreet! Miss Manners will be thrilled.
Nine most popular messaging applications in 2023
There are nearly too many ways in 2023 to contact someone. Thank goodness we can’t poke anyone on Facebook anymore, or else it would be a real mess.
It’s not essential to use every social messaging application. Think about your target market and concentrate your efforts there. It’s important for social media marketers, however, to be aware of all the options available. Here’s an overview of the top nine social messaging apps in 2023.
WhatsApp
WhatsApp is the most popular social messaging app with over 2 billion users worldwide. It’s a great way to reach a huge swath of people and use conversation to deliver personal experiences–hopefully speeding up the buyer journey along the way.
You can create a more intimate shopping experience by using chatbots on WhatsApp to answer questions, send automated notifications or personally respond to customer queries.
WhatsApp Business, for example, is not available in all countries. This means that some of the features related to business, advertising, and targeting will be unavailable to you.
WhatsApp is the most popular application in the world. However, it has a limited reach in some regions. Make sure that WhatsApp is a good match for your customer base before you invest in it. Here are some interesting stats on WhatsApp.
Messenger
Messenger is a popular social messaging app in North America. If the North American market matters to your business, Messenger could be the right choice. Messenger is a great tool for global brands, but it’s also a good option for those who want to connect with their friends, family and business.
Conversational chatbots can be configured in Messenger. Facebook’s shopping feature can also be integrated into Messenger, allowing users complete purchases directly in the chat.
Facebook offers sponsored messages and Messenger ads if you are interested in paid placement.
A cool feature is that the response time of your Facebook page is displayed on Messenger, so customers know what to expect. Here are the Facebook Messenger statistics.
WeChat
WeChat is China’s most popular app. It is used by more than a billion people in China, including 78% of those aged 16-64. The platform has thousands of features and add-ons. The platform has been launched outside of China, but it hasn’t gained much traction.
WeChat will be a necessity for you if China is an important part of your market.
WeChat can also be used to make payments, which makes it an ideal tool for conversational commerce. Businesses can use WeChat to market their products or services by requesting a WeChat Official Account, or partnering up with third parties.
You can interact directly with your customers and followers on WeChat if you have an official account.
More than 100 countries, including Canada, can apply for a Chinese Business License even if they do not hold an official account.
Find out more about WeChat as a business tool here.
QQ
QQ, a messaging app that is primarily used in China with 574 millions users, seems small compared to WeChat. Both apps are owned by Tencent, the parent company.
This is a popular social media tool for a younger audience. If Gen Z is important to your brand, you may want to consider it. QQ offers blog services and games.
Snapchat
Snapchat will still be one of the 15 most popular social media platforms around the world in 2022. Snap is most well-known for its disappearing photos and videos, but U.S. companies can also use it as a text chat tool… which will allow them to reach a large audience of Gen Z consumers.
Snapchatters can swipe upwards on a story in order to download the app or visit a website. They can also swipe upwards to text or call a business directly from their smartphone.
This platform is 60% more likely for users to make an immediate purchase. It’s a great place to chat. Snap’s desktop feature allows you to manage chats on your computer and not only your phone.
Snapchat: Newbie? Here’s our Snapchat beginner’s guide.
Google Business Messaging
Google My Business Messaging, a free messaging tool, allows customers to contact you directly from your Google Business Profile.
Customers can contact your business without clicking to your website to find your email address or telephone number.
What’s the pro? You can chat directly with potential customers from your Google Maps listing or Google Search listing. What are the cons? The cons?
Google My Business Messaging is a great way to communicate with your customers. You can receive messages on your desktop or phone, so that you can respond quickly to any queries.
Here’s more information on how to set up your Google Business Profile.
Instagram Direct Messages
Instagram has become a popular chat app, as well. Businesses with a presence on Instagram — an app that boasts 1,22 billion users worldwide — will likely have a lot of followers who follow them in their DMs. You might as well plan a strategy to deal with these customers.
Four-fifths of Instagram users use the app every week, which is a good reason to be available to chat. Instagram has a handy quick-reply tool that makes it easy to answer frequently asked questions.
Instagram messages can be photos, videos or text (including captions and effects).
Sending direct messages to followers can help brands and creators build relationships, connect with potential partners or support customers with feedback or questions.
Line
Line, a popular social messaging application in Japan (92 millions users out of the 178 million total worldwide), offers much more than a simple chat feature. The app allows you to send money, order a taxi, and shop online.
Line has a timeline, and a homepage similar to Facebook and Instagram. Users can follow posts from their friends or brands. Companies can update their followers through “Official channels”.
Users of Line can create up to 500-person group chats and create discussion bulletin boards. This makes it an excellent app for connecting with communities and fandoms.
Stickers are one of Line’s unique features. Line makes a lot of money from digital illustrations that are sent via chat. If you’re a brand interested in appearing on Line, consider creating your own sticker pack or learning how users use gif stickers.
Viber
Viber has 70 million users and 70 million interactions per hour. If you’ve never heard of Viber, now is the time to start.
App is marketed as “a platform for consumers” and has tools to help brands attract and engage audiences. Viber users can be reached with ads, customized stickers, targeted messages and offers. Chatbot integration allows for 24-7 customer support.
Viber allows businesses to segment their existing and potential customers in order to send more targeted messages. Viber also allows purchases to be made.
Why Use Social Messaging Apps for Your Business?
You know what social messaging apps are. You already know what social messaging apps have been popular. If you are going to use social messaging apps to promote your business, it’s important to understand why.
Here are some reasons why your brand might want to use social media.
These social messaging apps are popular with customers
You need to be in the same place as someone else if you want to talk to them. You can’t have a conversation with that cute girl at the cocktail party, if she is in the kitchen while you are stuck in the bathroom (again).
In 2025, it is predicted that 3.51 billion people will use messaging apps worldwide. WhatsApp has already attracted more than 2 billion users.
Everyday people use social messaging apps to communicate with their family and friends. Why not make it easier for them and be there too?
This is a quick way to provide service
It’s not just called “instant message” for nothing. Social media messaging is a much faster way to answer questions, concerns and comments than emailing or leaving someone on hold music in purgatory.
90% of consumers believe that a quick resolution is key to a good customer service experience. If you are understaffed or overloaded with messages, it can be difficult to keep up the pace social media users demand from chat apps. Facebook Messenger is a good example. Every month, customers and businesses exchange 20 billion messages.
Conversational chatbots are a great way to fill in the gaps and answer common questions. This allows you to save (hu-)manpower for more complex customer service issues. Here’s more information about chatbots.
Conversational commerce: harness the power
Conversational commerce is the digital version of a classic IRL tool: having a real conversation with someone.
Conversational commerce is the sweet spot that exists between messaging and shopping apps. Social messaging tools can be used by consumers to ask questions, receive support and get recommendations.
Businesses can benefit from a new method of shopping, whether it is a human or an AI conversational chatbot. In the next two-years, global spending through conversational commerce channels will reach $290 billion.
It’s time for your brand to join the chat.
One-on-one communication with customers and critics
A business that has an online presence can have a global reach. This makes it difficult to have personal conversations, as you would in a physical store or over the phone.
Social messaging apps have given brands direct access to their followers.
This is a great way to develop intimacy and loyalty among special customers, brand advocates, and potential partners… as well as a chance to communicate directly with critics in order to diffuse tensions outside the public eye.
Social messaging tools are a great way to reach out to a customer who is upset about your social media posts or if you’re in a crisis on social media.
All your social media messages at one place.
You’re now ready to use social messaging apps to promote your brand.
Tip: It’s hard to manage multiple conversations on multiple platforms, managed by different people and teams. To keep things neat, tidy and easy, you’ll want to use a single social inbox.
We know, if you will allow us to be bold, that Hootsuite Inbox has the right tool for the task.
Hootsuite Inbox consolidates all public and private messages from social media into one inbox. It is designed to reduce the stress of checking your DMS.
All of your social media conversations will be gathered in one location for easy management. Hootsuite also gives you access to its social media engagement tools that will help keep track of mentions, schedule posts and stay organized.
Other sweet deets:
Assign messages to your team and streamline workflow. Bulk dismissal and advanced filters will get you through all messages quickly.
It’s an inbox that collects both your private and public messages so you don’t miss anything. You can try out Hootsuite Inbox for free here.
FAQs on popular messaging apps
What is the most popular messaging app?
WhatsApp is the world’s most popular messaging app. WhatsApp will have 2 billion active monthly users in January 2022. WeChat comes in second with only 1.2 billion active monthly users. Facebook Messenger is third with 988 millions.
Source: Statista
What is the number one chatting app? What is the No.
Statista’s research shows that WhatsApp is the most popular chat app in the entire world. It’s the world’s most popular social messaging app, with 2 billion active monthly users.
Nevertheless, there are different preferences for different apps in different parts of the world. In China, WeChat is the most popular app, while LINE, a social messaging platform, is more popular in Japan, Taiwan, and other countries.
What does the US use instead of WhatsApp
Facebook Messenger has 52% market share in messaging apps. WhatsApp is used by 26% American chatters, making it the second most popular social messaging application in the U.S.
Social messaging app 05.png Source: Statista
What messaging apps are used in Canada today?
Facebook Messenger is the most popular messaging application in Canada. Facebook is used by seven out of ten Canadians, and 62% are also using the Messenger app.
You can find more statistics on Facebook Messenger by clicking here.
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