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The Shift to Private
Messaging and What It Means
for Your Customer Experience
#FalconEd
Your Presenters.
#FalconEd
Warren Levitan
VP, Conversational Business
Zendesk
Dino Kuckovic
Community Marketing Lead
Falcon.io
@dinokuckovic@wlevitan
#FalconEd
Introduction
The heart of conversation
Connecting conversations & CX
Q&A
Today’s Agenda.
THE HEART OF
CONVERSATION
Embrace the world of private messaging.
#FalconEd
Private Messaging Today.
Statistics & Facts.
Source: Facebook IQ
56%
prefer to message rather
than call
61%
ok if businesses message
them personally
50%+
likely to shop where
they can message
63%
messaging outreach
increasing
63%
users share content &
recommendations
Most Popular App?
The latest milestone:
WhatsApp Business Solution Provider.
Source: Statista
Most popular
mobile messaging
apps worldwide as of
April 2019, based on
number of monthly
active users
(in millions)
Tips for Marketing Through
Messaging Apps.
1. Use your email marketing experience to guide your message marketing efforts.
2. Use message marketing to get personal and have one-to-one conversations to
build relationships with your audience.
3. Combine ads and messaging apps to generate and nurture sales leads.
CONNECTING
CONVERSATIONS
To transform the customer experience.
#FalconEd
How we communicate has changed
Mobile users spend 

5x longer in messaging apps 

than on voice calls
- Business Insider
13-24 year olds spend 

8x longer in messaging apps 

than email
- App Annie
WhatsApp and FB Messenger
alone carry 22 trillion 

messages per year
- Facebook
9 out of 10
consumers would
like to message a
business.
Global Mobile Messaging Consumer Report 2016
2019: Messaging is open for business!
RCS
Conversations
Personal Persistent Asychro-
nous
Omni-
channel
Enterprise ConsumerEnterprise Consumer
Service
Contact
centre
Sales
Commerce
Virtual
assistant
Survey
Web
chat
In-app
chat
Voice
Voice
assistants
Chat
apps
Email
Social
This is your

customer
Consumer
Consumer
This is your

enterprise
Marketing
Service
Contact
Centre
Virtual
assistant
Sales
Survey
Commerce
Consumer ConsumerEnterprise ConsumerEnterprise
Consumer ConsumerEnterprise ConsumerEnterprise
Compliance IoT Analytics Payments Survey
Virtual
Assistants
Intent Sentiment Routing Translation
Send the message
The rise of conversational business
RCS
Global, unified, omnichannel concierge service
CSAT increase for
mobile app post
integration of chat25%
7pt NPS increase for
guests that use chat
Global, unified, omnichannel concierge service
Cross-platform product discovery through menu driven bots
AI-powered customer service and commerce
Hi, I’m Aidan, the Excalibur Assistant!
What can I help you with today?
Getting a quote? A Service Request?
Leading software platforms and brands
trust Smooch for building their
conversational experiences. VP Conversational Business at Zendesk
WARREN LEVITAN
wlevitan@zendesk.com
@wlevitan
smooch.io
bit.ly/Subscribe2TheMessage
#FalconEd
@falconIOfalcon.io welcome@falcon.io

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