When it comes to text-based communication for customer service, a battle is heating up between the big messaging platforms. I’m referring here to Messenger and WhatsApp (both from Facebook), Apple’s Business Chat and Google’s offering called (for now) Google My Business Chat. Each of those three control a channel (or channels) of communication used by a significant portion of the population. Apple though iMessage on Macs, iPhones and iPads; Google through Android; Facebook through its social networks. (Internationally the dynamic is different, but in North America, they are the only ones with power to change the game.) Each has the same goal: to dominate business-to-consumer communication, but since they are coming at it from different directions, they can’t use the same strategy. This presentation will look at how Facebook, Apple and Google are competing with each other; the ecosystem of vendors around them; and how proprietary messaging platforms compare with other text-based channels.

1. @shaiberger
The Race to Control the
Customer Service Messaging Channel

2. Big Platforms Competing
Google, Apple and Facebook see the B2C
messaging channel as valuable ground to control.
Each has a unique strength.

3. Big Platforms Competing
Lack of dominant winner 
opportunity for “abstraction layer”

4. Messaging “On Ramps”
This is the battlefronth/t Dan Levy / TheNextWeb

5. Guess who wins by default?
Our old friend, SMS

6. Measuring is difficult…

7. Data that isn’t as helpful at it seems..

8. Messaging MAUs

9. Global Trends

10. “Interaction” Counting

11. Cohort Studies

12. Questions?
@shaiberger www.fonolo.com