Category
Tech
Delegated Interfaces
Trend cluster
Category
B2C
Communication
Businesses receive and interpret customer feedback via messaging apps.
2.4
Trend score
Trend
What is the B2C Communication trend?
B2C Communication: Brands are leveraging various messaging apps, or creating their own, that allow for direct consumer feedback transactions so they can gain a better fundamental understanding of how consumers interact with their offerings – and improve their products, services and internal processes as a result. This shift has the added benefit of working against publicized negative feedback, which has become more common in the social media age – allowing businesses to maintain those open platforms while diverting at least some negativity to internal communications.
Trend themes
Themes within the B2C Communication trend
Three behaviours holding the trend together01
Direct Messaging Feedback
Brands use messaging apps for direct consumer feedback transactions, offering transparency and opportunities for improving offerings.
02
Unified Communication Platforms
Unified messaging software platforms connect different teams and departments, streamlining communication, collaboration and lead generation.
03
Chatbots
Businesses create with chatbots in messaging apps including Facebook Messenger, delivering prompt and automated customer service.
Industry implications
What the B2C Communication trend means for industry
Where the trend changes the playbookFor
Customer Service
Businesses can improve reputation and customer loyalty with fast, responsive and transparent customer service through direct messaging apps, unified platforms, and chatbots.
For
Marketing
Brands can capitalize on messaging apps and chatbots to create conversational marketing experiences that drive sales, engagement and brand recognition.
For
Product Development
Messaging apps and unified communication software provide valuable feedback and opportunities to improve and develop products based on customer insights and demand.
Workshop question
How can your brand benefit from opening direct-to-consumer channels of communication?
Trend signals
Trend signals for B2C Communication
Trend score 2.4 out of 10, from popularity 31%, activity 32%, freshness 8%.
Popularity31%
Activity32%
Freshness8%
Audience
50%Men
50%Women
- Gen Alpha (not a primary audience)
- Gen Z
- Millennial
- Gen X
- Boomer
Market
North America
Europe
Asia-Pacific
Evidence
Examples of the B2C Communication trend
6 featured examples from Mar 1, 2016 to Jun 14, 2018CategoryTech
Conversational eCommerce Chatbots
'Trilyo' Enables Consumers to Ask Brands Quick Questions
Implementing chatbot platforms in eCommerce can improve customer service, increase sales, and streamline the overall shopping experience for consumers.
CategoryTech
Business-Messaging Services
The Hero App Allows Consumers to Communicate with Companies
The Hero app can be a game-changer for retail companies looking to improve their customer service game and stand out in a competitive market.
CategoryBusiness
Inline User Feedback Platforms
'Userfeed' Helps Brands Prioritize Customer Opinions
Disruptive innovation opportunity: Develop new tools and technologies that allow customer support teams to easily gather and prioritize user feedback.
CategoryTech
Customer Communication Platforms
The 'ConvertFox' Messaging Software Ensures Organization
Disruptive innovation opportunity for SaaS companies to provide a unified communication platform to businesses.
CategorySocial Media
Speedy Messenger Marketing
ZoConvert Helps Businesses Create Facebook Messenger Bots
The digital marketing industry can utilize messenger marketing to reach and engage consumers in a more interactive way.
CategoryMarketing
Review-Encouraging Reputation Services
revyUP Helps Improve Your Business Reputation Using SMS
E-commerce businesses can benefit from implementing reputation management strategies, such as using SMS marketing to generate more reviews and increase sales.
