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Conversational Commerce

Facebook Messenger: popularity, users, and insights

Everybody has probably used, or at the very least heard of, Facebook and its communication channel, Facebook Messenger. But did you know that Facebook Messenger can significantly add value to your business? In this blog, we'll explore how you can use this versatile channel to reach your audience.

Facebook Messenger for Business

Facebook Messenger can probably be without an introduction: with over 2 billion active users, this popular messaging app is well-known worldwide. But it is so much more than just a messaging app.

It is a well-rounded, powerful online tool for customer contact. You can use it to expand the reach of your business while increasing engagement. The business solution of Facebook Messenger offers you the option to recruit, support, and advertise via this powerful social platform.

  1. You can show customers you care by offering conversational and personal support on their favourite channels.

  2. Sell and complete transactions in-channel.

  3. Create brand awareness with ads and your own business page. Build your own community.

75% of consumers favour communicating with a business via messaging channels over traditional channels.

This is because messaging channels often boast many benefits and features that help businesses offer personal and conversational support on a well-known and trusted channel.

Benefits and Features of Facebook Messenger

Facebook Messenger has many benefits and valuable features to boost engagement, offer personal support, and build your brand awareness.

Rich Channel

On Facebook Messenger, messages are more than just plain text. You can send rich media such as photos, videos, PDFs, GIFs, and even locations. It also allows you to add buttons to the conversation to enhance customer engagement further. You can now provide that unique and personalised experience that your customers desire.

Easily Accessible

Your customers can start a conversation with you via Facebook Messenger whenever convenient, thanks to the many entry points that Facebook offers: Your Facebook business page, website plugins, QR-codes, private replies, and even links. It also allows an asynchronous way of communicating with your customers, making it easier for them to stay in touch with you in their busy day-to-day lives.

24/7 Service

Facebook Messenger allows you to automate conversations with a chatbot to offer service to your customers 24/7. Of course, no chatbot is omniscient, and some enquiries do require a human touch, but conversational AI can easily solve common issues and FAQs.

Trusted and Secure

Facebook Messenger allows you to have a Verified account to create a safe and secure environment for your customers. Create brand awareness with your company page.

Facebook Messenger Use Cases for Business

Facebook Messenger has some excellent benefits for dynamic use cases, but what exactly are the use cases for this channel?

Customer Service

Use Facebook Messenger for a personalised and conversational customer experience in customer service. The platform allows you to amplify customer contact with rich content like pictures, videos, locations, and more. Ideal for sharing information. You can even add buttons to encourage engagement and implement a chatbot for 24/7 availability.


Effective marketing involves reaching the right person at the right time and place. The community-oriented platform of Facebook offers excellent ways to showcase your corporate personality, for example, by showcasing your brand identity on your Facebook business page. But it can further enhance its added marketing value with Facebook Marketing Messages, allowing you to send promotional content to your customers to market your brand.

Facebook Messenger Users & Demographics

In the UK, Facebook Messenger ranks second in the top three most popular messaging channels. Globally speaking, Facebook Messenger ranks third. But how many Facebook users are there?

In January 2023, in the United Kingdom, there were 35 million users of Facebook Messenger. Globally, Facebook Messenger boasts over 2 billion users. Over 7 million global businesses use Facebook Messenger as a channel to boost customer contact. More than 20 billion conversations take place between companies and users monthly. Besides personal contact, there are also 300k bots active on Facebook Messenger, exchanging 8 billion automated messages daily. (Statista)

Most Popular Messaging Channels: UK

united-kingdom-channel-advisorMost Popular Messaging Channels: Global

channel advisor global

Facebook Messenger Global Audience: Millennials & Gen X

Facebook Messenger is the most popular messaging app for Millennials - unsurprising since this generation saw the birth and rise of this social platform. For Gen X, Facebook Messenger share the top spot for the most popular messaging app with WhatsApp.

Most Popular Messaging Channels: Millennials & Gen X


The app is less popular amongst Gen Z and Boomers but still ranks in the top three most popular messaging apps for those age groups. It ranks second for Boomers, who prefer WhatsApp, and third for Gen Z, who put Instagram Messaging at the top.

Most Popular Messaging Channels: Gen Z & Boomers


Facebook Messenger For Your Business

Facebook Messenger has an enormous reach, proudly boasting placement in the top three most popular messaging channels in the UK and globally. With its rich media features and innovative use cases, it's easy to see why the channel would be a great addition to any communication strategy, especially if your target audience prefers it as a communication channel.

Want to know more about Facebook Messaging and its added value for your company? Feel free to contact one of our experts to discuss the possibilities.

Discuss the value Facebook Messenger can add to your business with

Christel Brouwers
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.
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