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Why Messaging Should be Part of Your Social Media Strategy

If you think that the number of people using Facebook, Twitter, and Instagram is more than WhatsApp, Messenger, and Viber, you are wrong. And that is why even today, people use this means of communication more than anything. Reasons, why messaging should be part of your social media strategy, will lead you to conclude that you need to communicate with your customers through messaging apps.

As of 2016, Facebook, WhatsApp, and Viber surpassed the top social networks regarding the number of people who used them. These apps help to boost the social media strategy that you have in mind for your business.

Furthermore, recent reports reveal that:

  •   WhatsApp has 2 billion users
  •   Facebook Messenger has 1.3 billion users
  •   Viber has 820 million users

Reports say that by 2023, more than 60% of all customer service interactions will be conducted using digital and self-service channels. The ability to communicate over social media is being embraced by many brands. Some have integrated the tool into their social media strategies and customer service initiatives, while others are just getting started.

Therefore, choosing social messaging as an avenue for promoting your brand can prove beneficial if your organization.

8 Reasons Why Messaging Should Be Part of Your Social Media Strategy

Certainly! Here are eight compelling reasons why messaging should be an integral part of your social media strategy:

Everyone is Available on WhatsApp

The median age of WhatsApp users is 36, according to Experian Marketing Services. Furthermore, 71% of users are between the ages of 18 and 44. Whoever you are willing to have as your target audience is already there on WhatsApp waiting for you. Therefore, providing people with messaging support is the best way to boost your business.

Messaging Apps Offer High User Engagement

Reports say that the engagement rate of messaging apps is as high as 98 percent. Moreover, the average time for people to respond to a text is just 3 seconds after they have received the text.

In other words, your marketing message is likely to be opened and read on these apps. Users have also engaged with WhatsApp status and read receipts.

Furthermore, you’ll be able to have two-way conversations with your customers, just like you would in a physical store. By doing so, you will establish a closer relationship with your customers.

Permission-based Marketing at its Best on WhatsApp

​​​​​​​WhatsApp marketing is not intrusive, contrary to popular belief, and therefore is viable despite the possibility of falling short of success. You cannot search for contacts just like that.

In either case, you should either ask for their number or send them a message (or they may mark your message as spam). Your marketing message respects either the users’ rights to reject or receive it. Your marketing message is then communicated to a segmented audience.

You can Personalize Conversations on These Apps

​​​​​Your business can cater to the unique requirements and interests of your customers through one-to-one interactions. It is more likely to be relevant and genuine.

Clothing brands can send messages and deals relevant to their regular customers through WhatsApp and Messenger, knowing their buying preferences.

The Diverse Feature Set for Different Marketing Needs

The platform also offers marketers a variety of features, such as customized messaging.

People with similar interests and opinions come together in groups to share ideas. Your most valued customers will be able to share early likes of new products on Instagram, early deals, etc.

Use relevant subject lines so users can find the group. Moreover, if your business is going according to people’s needs, they will ask you to add more and more people. The maximum capacity of a group is as much as 256.

Besides that, the Broadcast feature can send messages to the list of recipients that you have created. Using social media is a great way to share announcements and promote your brand and product.

Moreover, you can use Status in a variety of ways. Use status to share customer experiences and create short product demo videos. In real-time, you can share updates or display images regarding product information.

Providing Better Customer Service

A messaging social media strategy that includes customer service can help you create exceptional customer experiences. Chatting allows you to respond to the following:

  •   Customer queries
  •   Update customers on the product
  •   Order tracking
  •   Integrate voice calls to streamline the shopping experience.

You can reach your customers anytime and anywhere with a fast communication medium.

See What Customers Need These days

More than two-thirds of companies compete with customers based on customer experience, compared to 36% in 2010.

Engaging with customers through their favorite platforms is easy to create great customer experiences. Getting hold of music, automated greetings, and phone calls aren’t what people want in the 2020s. Furthermore, they will block you if it keeps happening because they have no time for these calls. No one wants to have unnecessary calls these days.

A direct and personal engagement between you and your customers is quickly done via social messaging, convenient and conversational. Your brand’s customer service can be reached on a familiar channel in the time and place of the Customer. Messages put the Customer in charge, where they belong. 

Bring the Uniqueness

Do you constantly look for new ways to increase customer loyalty and retention? To make an impression, one must capture the attention of customers for a long enough period.

You can create smaller “wow” moments instead of grand gestures, and they will have a significant impact on your brand. The best way to turn customers into fans is to deliver personal service in the channel that they prefer.

Lastly, you can also send them greetings and discount offers on their birthdays. This strategy attracts customers to the brand.


Why is messaging crucial in a social media strategy?

Messaging plays a pivotal role in engaging and connecting with your audience. It allows for personalized communication, fostering a sense of community and loyalty.

How can businesses leverage messaging effectively?

Businesses can utilize messaging for customer support, feedback collection, and promotions. It provides a direct channel to address queries and build relationships with customers.

Is messaging suitable for all social media platforms?

Yes, messaging features are prevalent across major social platforms. From Facebook Messenger to Instagram Direct, businesses can leverage messaging on various platforms.

What are the benefits of integrating messaging into a social media strategy?

Integrating messaging enhances customer satisfaction, facilitates real-time communication, and can lead to increased conversion rates. It humanizes brands and creates a more interactive online experience.


Incorporating messaging into your social media strategy is not just a trend but a strategic move with multifaceted benefits. It facilitates instant customer engagement, personalizes communication, streamlines customer support, and provides a valuable avenue for feedback.

Moreover, messaging serves as a powerful tool for promotions, humanizes brands, seamlessly integrates across platforms, and contributes to increased conversion rates. As social media continues to evolve, businesses that embrace and optimize messaging will likely stand out in fostering meaningful connections with their audience, ultimately leading to sustained growth and success in the digital landscape.