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Facebook Messenger usage as support touchpoint

Vietnamese spend hours on Facebook for various activities, including communication, information search and shopping. Facebook now has increased its importance as the consumer touch point and calls for close attention and actions from businesses.

Facebook Messenger usage as support touchpoint
Facebook Messenger usage as support touchpoint

Facebook usage for online shopping among EC users has increased from 47% (2016) to 70% (2018).

Up to 85% have contacted businesses through Facebook Messenger. The communication is in every industry, from shops, restaurants, hotels & resorts to travel agency and banks.

The reasons for contacting businesses on FB Messenger can be product/promotion inquiry, product purchase, or store location inquiry, etc.

Despite the wide usage of FB Messenger by customers to contact businesses, only 57% can get the response, which can lead to customer dissatisfaction and missed out potential customers for companies.

This situation can be improved through empowering your business's Facebook page with Q&Me Chat Bot solutions: Product Search and Store Locator.

To view the full report, please click the button below

Number of respondents: 300

From 14 - 49 year olds in Hanoi and Ho Chi Minh City 

Conducted on Jan, 2019 

Q&Me Vietnam Market Research


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