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Facebook Messenger chat demand in Vietnamese business

Vietnamese like social network and spend hours of time at Facebook for every online activities including communications, information and purchasing. Due to their dependency on Facebook, now Facebook page has increased its importance as the consumer touch point

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Q&Me is online market research provided by Asia Plus Inc.
Research about Facebook and Messenger usage
as support touchpoint
Vietnamese like social network and spend
hours of time at Facebook for every online
activities including communications,
information and purchasing.
Due to their dependency on Facebook,
now Facebook page has increased its
importance as the consumer touch point
Demand of Facebook page and
Messenger as consumer
touch point
Facebook Messenger is the most popular messaging
application in Vietnam
94%
89%
59%
37% 33%
14%
Facebook
Messenger
Zalo SMS Skype Viber Line
Popular messaging communication in Vietnam
Apr, 2017 by Q&Me, N=460
Not only for information sharing, Facebook is common
outlet for shopping Vietnam
47%
66% 70%
53%
34% 30%
2016 2017 2018
Those who use Facebook for shopping (among EC users)
Nov, 2018 by Q&Me, N=836
Messenger is extremely popular
communication tools to connect biz
owners and Vietnamese
Yes, 85%
Experiences of contacting store, brand,
business through FB Messenger
Jan 2019 by Q&Me, N=300
Communication is in every industry
2%
15%
21%
24%
26%
27%
28%
29%
48%
61%
Others
Workshop
Bank
Brand
Ticket agency
Travel agent
Language center
Hotels, resorts
Restaurant
Shop
Shops that Vietnamese contact with via
Facebook Messenger
Jan 2019 by Q&Me, N=300

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Facebook Messenger chat demand in Vietnamese business

  • 1. Q&Me is online market research provided by Asia Plus Inc. Research about Facebook and Messenger usage as support touchpoint
  • 2. Vietnamese like social network and spend hours of time at Facebook for every online activities including communications, information and purchasing. Due to their dependency on Facebook, now Facebook page has increased its importance as the consumer touch point Demand of Facebook page and Messenger as consumer touch point
  • 3. Facebook Messenger is the most popular messaging application in Vietnam 94% 89% 59% 37% 33% 14% Facebook Messenger Zalo SMS Skype Viber Line Popular messaging communication in Vietnam Apr, 2017 by Q&Me, N=460
  • 4. Not only for information sharing, Facebook is common outlet for shopping Vietnam 47% 66% 70% 53% 34% 30% 2016 2017 2018 Those who use Facebook for shopping (among EC users) Nov, 2018 by Q&Me, N=836
  • 5. Messenger is extremely popular communication tools to connect biz owners and Vietnamese Yes, 85% Experiences of contacting store, brand, business through FB Messenger Jan 2019 by Q&Me, N=300
  • 6. Communication is in every industry 2% 15% 21% 24% 26% 27% 28% 29% 48% 61% Others Workshop Bank Brand Ticket agency Travel agent Language center Hotels, resorts Restaurant Shop Shops that Vietnamese contact with via Facebook Messenger Jan 2019 by Q&Me, N=300
  • 7. Vietnamese look for product, promotion and store information for chat 57% 55% 47% 37% 36% 35% Product inquiry Product purchase Promotion inquiry Product/ service availability Technical support Store location Why visiting corporate FB page Jan 2019 by Q&Me, N=300
  • 8. Facebook is the best user communication tool but underutilized But Chat support does not always make Vietnamese happy, contacting and waiting in vain Yes 57% I have contacted customer support via FB chat but never get the response Jan 2019 by Q&Me, N=300
  • 9. Empower your Facebook page with Q&Me chatbot solutions Product search Store locator Chatbot recommends the product that users look for through the natural conversations to take them to EC page or product site Chatbot returns the stores nearby, based on users’ current location or typed keywords.
  • 10. Chatbot helps users’ online shopping by helping their product navigations as natural conversations. User will be redirected to the specific EC page after the product selection • Category / sub-category selection • Flexible re-direction to the product page • Keyword search Product search
  • 11. Chatbot return the nearest stores based on users’ location or typed keyword • Location-based search using Facebook Messengers’ location feature • keyword search • Store detail display (opening hours, telephone numbers) Store locator
  • 12. Contact Us Please contact us for any inquiries URL: https://qandme.net https://www.mfieldmarketing.com Contact: info@qandme.net Tel: 02839 100 043 Address: Floor 2, Songdo Tower, 62A Pham Ngoc Thach Street, Ward 6, District 3, HCM City, Vietnam