--- title: Customer Service Via Messaging Apps On The Rise description: New research from call center software provider Aspect suggests that messaging apps may be the futur... image: https://www.websitemagazine.com/hubfs/Imported_Blog_Media/gradient-regular-logo-mark-Jan-22-2023-11-56-40-2522-PM-Apr-10-2023-01-03-51-3591-PM-3-2.png --- [Log In](https://www.websitemagazine.com/_hcms/mem/login) [Subscribe](https://websitemagazine.tradepub.com/free/w_webk05/prgm.cgi) [![Website Magazine Logo](https://www.websitemagazine.com/hs-fs/hubfs/gradient-regular@3x-1.png?width=586&height=145&name=gradient-regular@3x-1.png "Website Magazine Logo")](http://Website%20Services,%20Inc.) - [About](https://www.websitemagazine.com/about) - [FAQs](https://www.websitemagazine.com/about/faq) - [Advertise](https://www.websitemagazine.com/about/advertise) - [Editorial Staff](https://www.websitemagazine.com/about/editorial-publishing-staff) - [Resources](https://websitemagazine.tradepub.com) - [Newsletter](https://www.websitemagazine.com/newsletter-sign-up) - More - [Contact Us](https://www.websitemagazine.com/contact) [Log In](https://www.websitemagazine.com/_hcms/mem/login) [Subscribe](https://websitemagazine.tradepub.com/free/w_webk05/prgm.cgi) Search - [Latest](https://www.websitemagazine.com) - [Design](https://www.websitemagazine.com/web-design) - [Development](https://www.websitemagazine.com/web-development) - [SEO](https://www.websitemagazine.com/seo) - [Ecommerce](https://www.websitemagazine.com/ecommerce) - [Content](https://www.websitemagazine.com/content) - [Marketing](https://www.websitemagazine.com/marketing) - [Advertising](https://www.websitemagazine.com/advertising) - [Email](https://www.websitemagazine.com/email) - [Infographics](https://www.websitemagazine.com/infographics) - [View All Topics](https://www.websitemagazine.com/channels) # Customer Service Via Messaging Apps On The Rise ![Peter Devereaux](https://www.websitemagazine.com/hubfs/Peter_Devereaux.png) [by Peter Devereaux](https://www.websitemagazine.com/ecommerce/author/peter-devereaux) 20 Feb, 2016 - - - [mailto:?Body=https://www.websitemagazine.com/ecommerce/customer-service-via-messaging-apps-on-the-rise](mailto:?Body=https://www.websitemagazine.com/ecommerce/customer-service-via-messaging-apps-on-the-rise) - Link Copied! ![Customer Service Via Messaging Apps On The Rise](https://www.websitemagazine.com/hubfs/Imported_Blog_Media/gradient-regular-logo-mark-Jan-22-2023-11-56-40-2522-PM-Apr-10-2023-01-03-51-3591-PM-3-2.png) **New research from call center software provider Aspect suggests that messaging apps may be the future of customer service.** The Aspect Consumer Experience Index shows that 38 percent of consumers would rather use messaging apps like Facebook Messenger or WhatsApp to engage with customer service versus phone calls. While this percentage is still not the majority, it is pretty high considering that customer service through messaging apps is a fairly new strategy. Additional data from the Aspect Index found that 42 percent of consumers would rather clean a toilet than contact customer service, which is an increase from 32 percent last year. This shows how frustrated consumers are with brands' customer service initiatives and how a change, such as messaging apps, could be the answer. "We believe that texting and messaging will very soon become the simple and central interaction point for the entire customer service ecosystem, giving companies the ability to create the intelligent, automated, interactive text conversations their customers desire," says Joe Gagnon, SVP and chief customer strategy officer, Aspect. "Messaging holds the potential to improve the speed and quality of consumer engagement; It's clear that customer service is the new marketing and customer-company messaging offers a differentiated and competitive advantage for those brands who are ready to engage." It is important to note that consumers still want the ability to talk with a live person when needed, with the Aspect Index revealing that if consumers start a brand interaction with a message, 75 percent still want the option to talk to a live person. This means that messaging should be approached as a part of the larger customer service experience. Fortunately, there are a variety of options for businesses looking to expand their customer service initiatives via messaging. Not only does Aspect offer an Early Adopter Program for companies [looking to use Facebook Messenger](https://www.aspect.com/solutions/self-service/customer-self-service-on-facebook-messenger), but there are also solutions available from other companies, including [Zendesk](https://www.websitemagazine.com/blog/2015/12/03/another-facebook-messenger-integration-hits-the-market) and [Conversocial](https://www.websitemagazine.com/blog/2015/11/11/social-customer-service-through-facebook-messenger). It is important to note, however, that companies participating in Aspect's Early Adopter Program are able to leverage Aspect's natural language understanding capabilities, get limited time free production pilot hosting, as well as the ability to influence Aspect's product roadmap around customer service on Messenger. ![Peter Devereaux](https://www.websitemagazine.com/hubfs/Peter_Devereaux.png) [Peter Devereaux](https://www.websitemagazine.com/ecommerce/author/peter-devereaux) As the Editor-in-Chief of Website Magazine and President of Website Services, Peter has established himself as a prominent figure in the digital marketing industry. With a wealth of experience and knowledge, Peter has been a driving force in shaping the landscape of digital marketing. His leadership in creating innovative and targeted marketing campaigns has helped numerous businesses achieve their revenue growth goals. Under his direction, Website Magazine has become a trusted source of information and insights for digital marketers worldwide. As President of Website Services, Peter oversees a team of talented professionals who specialize in SEO/SEM, email marketing, social media, and digital advertising. Through his hands-on approach, he ensures that his team delivers exceptional results to their clients. With a passion for digital marketing, Peter is committed to staying up-to-date with the latest industry trends and technologies, making him a sought-after thought leader in the field. - - - - - [mailto:peter.devereaux@websitemagazine.com](mailto:peter.devereaux@websitemagazine.com) #### Popular Post ### [The Impact of Late and Inaccurate Deliveries on Customer Loyalty ![The Impact of Late and Inaccurate Deliveries on Customer Loyalty](https://www.websitemagazine.com/hubfs/Imported_Blog_Media/package_delivery-1-1.jpg)](https://www.websitemagazine.com/ecommerce/the-impact-of-late-and-inaccurate-deliveries-on-customer-loyalty) ### [Top 50 Customer Relationship Management Solutions ![Top 50 Customer Relationship Management Solutions](https://www.websitemagazine.com/hubfs/Imported_Blog_Media/gradient-regular-logo-mark-Jan-22-2023-11-50-42-2994-PM-Apr-10-2023-01-15-57-0982-PM-2-2.png)](https://www.websitemagazine.com/ecommerce/top-50-customer-relationship-management-solutions) ### [Square Cash Now Available for Business Use ![Square Cash Now Available for Business Use](https://www.websitemagazine.com/hubfs/Imported_Blog_Media/squarecash-mini-Jan-22-2023-11-46-25-0939-PM-1-1-1.jpg)](https://www.websitemagazine.com/ecommerce/square-cash-now-available-for-business-use) #### Subscribe to Our Newsletter! 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All Rights Reserved - [Privacy Policy](https://www.websitemagazine.com/about/privacy) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Peter Devereaux", "url" : "https://www.websitemagazine.com/ecommerce/author/peter-devereaux" }, "dateModified" : "2023-05-01T20:22:22.829Z", "datePublished" : "2016-02-20T06:00:00.000Z", "headline" : "Customer Service Via Messaging Apps On The Rise", "image" : [ "https://www.websitemagazine.com/hubfs/Imported_Blog_Media/gradient-regular-logo-mark-Jan-22-2023-11-56-40-2522-PM-Apr-10-2023-01-03-51-3591-PM-3-2.png" ], "mainEntityOfPage" : { "@id" : "https://www.websitemagazine.com/ecommerce/customer-service-via-messaging-apps-on-the-rise", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.websitemagazine.com/hubfs/gradient-regular@3x-1.png" }, "name" : "Website Services, Inc." } } ``` ```json { "@context" : "https://schema.org", "@type" : "NewsArticle", "author" : [ { "@type" : "Person", "name" : "Peter Devereaux" } ], "headline" : "Customer Service Via Messaging Apps On The Rise", "publisher" : { "name" : "Website Magazine", "url" : "https://www.websitemagazine.com/" } } ```