previous icon Back to blog
Oct 23, 2023
5 minutes read

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 m.me 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.

Marketing

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

channel-advisor-facebook-millennials-genx

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

channel-advisor-facebook-genz-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 CM.com

Was this article interesting?
Share it!
Christel Brouwers
Copywriter at CM.com. Passionate about language and getting CM.com’s message out there. Shares content about CPaaS, Payments and more.

Related articles

an-intro-to-rcs-messaging-for-marketers
Nov 25, 2024 • Messaging

Multichannel, omnichannel, cross-channel and single channel: what’s the difference?

Surely, we’ve all heard the terms multichannel and omnichannel before. And sometimes even cross-channel or single-channel. It seems like these terms are often used interchangeably, making it hard to understand what’s what. It is, however, very important to know the difference between these terms when talking about customer communication, because it can truly make or break the customer experience.

whatsapp-business-blog_image-deals-offers
Sep 16, 2024 • WhatsApp

Increase conversion with promotional messages on WhatsApp

In an age of mass marketing, it’s safe to say peak sales periods, especially Black Friday and the holiday season, can be overwhelming for consumers. Consumers receive irrelevant information from companies that doesn't match their personal needs and desires, so it's no surprise people might want to switch off and tune out all forms of marketing until the season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalising your marketing strategy in a way that suits your customers' needs.

customer lifetime value touch points in the journey blog explain
Jul 22, 2024 • Conversational Commerce

Conversational marketing: the key to boosting Customer Lifetime Value

In the fast-paced world of marketing, connecting with customers and keeping them engaged has never been more challenging. From the initial touchpoint to nurturing long-term relationships, businesses face numerous obstacles along the way. However, fear not, as we have solutions that can help you not only meet these challenges but also increase Customer Lifetime Value (CLV).

Protect Your Customers from Fraud With RCS Sender Verification
Jun 10, 2024 • RCS

Protect your customers from fraud with RCS Sender Verification

Cybercrime is on the rise. Criminals attempt to impersonate trusted businesses to extract personal details, login credentials and even banking information from customers. As a result, the trust between customers and businesses is damaged. So, how can you help your customers know which messages are legitimate? RCS Business offers verified sender profiles, helping customers identify official business accounts and engage with businesses with confidence.

Unified Messaging With RCS on iOS
May 27, 2024 • Instant Messaging

Unified messaging with RCS on Apple's iOS

RCS (Rich Communication Services) is a rising star among conversational channels. It combines the reliability of SMS with the added benefits of rich media and interactive features from modern messaging apps. Yet, its only hiccup was that RCS didn't have the same reach without support from Apple's iOS. Well, until now, Apple has now confirmed it will support RCS in iOS 18.

sms-email-leads
May 06, 2024 • SMS

SMS templates to streamline customer service

Using SMS for customer service enables service agents to connect with your customers and using templates not only saves time but also lets agents create personalised, on-brand communications with just a few clicks. In this blog, we’ll share SMS customer service templates you can use to give your customers the information they need — fast.

SMS Customer Service
Mar 25, 2024 • SMS

How to effectively use SMS for late payments

Organisations face a significant challenge in effectively managing overdue payments and cash flow in a positive light with customers. To collect payments while keeping relationships intact and increasing engagement, SMS has emerged as a powerful, efficient and convenient tool for both businesses and customers. In this blog, we’ll explore how to effectively use SMS for late payments, highlighting its benefits and best practices.

sms-in-ecommerce
Mar 11, 2024 • SMS

How to create a successful eCommerce strategy with SMS

Every successful eCommerce strategy should aim to optimise customer communication across the entire buying journey. Why? The customer buying journey isn't limited to the point of sale alone. It encompasses everything leading up to purchase and everything afterwards. So, businesses need to engage and assist customers during the pre-sale, purchase and post-purchase stages - via a channel available to all - to create a successful eCommerce strategy.

how-popular-is-sms
Mar 04, 2024 • SMS

How popular is SMS in 2024? And how can it add value to your business?

While SMS is one of the oldest messaging services, the rise of instant messaging channels made a dent in its traffic. Why? Compared to the newer channels with rich features, SMS is relatively basic in its features, with plain text messages and a character limit of 160. Yet in customer communication, basic is often effective. So much so, that SMS is still one of the most impactful communication channels today. But how can it add value to your business? In this blog, we explore the popularity and key use cases of this ever-lasting channel.

Is this region a better fit for you?
Go
close icon