# B2C Communication Businesses receive and interpret customer feedback via messaging apps. By [Mishal Omar](https://www.trendhunter.com/MishalO) | Published Jan 22, 2018 | Category: [Tech](https://www.trendhunter.com/pro/category/technology-trends-and-gadgets) Source: Trend Hunter, https://www.trendhunter.com/protrends/b2c-communication ## Key Figures - Trend score: 2.4/10 - Evidence articles: 6 ## 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. ## At a Glance - Evidence: 6 featured examples - Articles from: Mar 1, 2016 to Jun 14, 2018 - Published: Jan 22, 2018 - Patterns: [Redirection](https://www.trendhunter.com/pattern/redirection), [Reduction](https://www.trendhunter.com/pattern/reduction) - Megatrends: [Curation](https://www.trendhunter.com/megatrend/curation), [Experience](https://www.trendhunter.com/megatrend/experience), [Personalization](https://www.trendhunter.com/megatrend/personalization) ## Audience - Gender: 50% men, 50% women - Primary generations: Millennial, Gen X - Top markets: North America, Europe, Asia ## Themes within the B2C Communication trend ### Direct Messaging Feedback Brands use messaging apps for direct consumer feedback transactions, offering transparency and opportunities for improving offerings. ### Unified Communication Platforms Unified messaging software platforms connect different teams and departments, streamlining communication, collaboration and lead generation. ### Chatbots Businesses create with chatbots in messaging apps including Facebook Messenger, delivering prompt and automated customer service. ## What the B2C Communication trend means for industry ### For 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 for B2C Communication Trend score 2.4 out of 10, from popularity 31%, activity 32%, freshness 8%. - Popularity: 31% - Activity: 32% - Freshness: 8% ## Examples of the B2C Communication trend 6 featured examples from Mar 1, 2016 to Jun 14, 2018. - [Conversational eCommerce Chatbots](https://www.trendhunter.com/trends/trilyo): 'Trilyo' Enables Consumers to Ask Brands Quick Questions (Category: Tech) Implication: Implementing chatbot platforms in eCommerce can improve customer service, increase sales, and streamline the overall shopping experience for consumers. - [Business-Messaging Services](https://www.trendhunter.com/trends/messaging-service): The Hero App Allows Consumers to Communicate with Companies (Category: Tech) Implication: 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. - [Inline User Feedback Platforms](https://www.trendhunter.com/trends/userfeed): 'Userfeed' Helps Brands Prioritize Customer Opinions (Category: Business) Implication: Disruptive innovation opportunity: Develop new tools and technologies that allow customer support teams to easily gather and prioritize user feedback. - [Customer Communication Platforms](https://www.trendhunter.com/trends/messaging-software): The 'ConvertFox' Messaging Software Ensures Organization (Category: Tech) Implication: Disruptive innovation opportunity for SaaS companies to provide a unified communication platform to businesses. - [Speedy Messenger Marketing](https://www.trendhunter.com/trends/zoconvert): ZoConvert Helps Businesses Create Facebook Messenger Bots (Category: Social Media) Implication: The digital marketing industry can utilize messenger marketing to reach and engage consumers in a more interactive way. - [Review-Encouraging Reputation Services](https://www.trendhunter.com/trends/business-reputation): revyUP Helps Improve Your Business Reputation Using SMS (Category: Marketing) Implication: E-commerce businesses can benefit from implementing reputation management strategies, such as using SMS marketing to generate more reviews and increase sales. ## Recent trend clusters - [Delegated Interfaces](https://www.trendhunter.com/protrends/delegated-interfaces) (Tech) - [Adaptive Controls](https://www.trendhunter.com/protrends/adaptive-controls) (Tech) - [Desk Systems](https://www.trendhunter.com/protrends/desk-systems) (Tech) - [Spatial Refinement](https://www.trendhunter.com/protrends/spatial-refinement) (Tech) ## Trending in Tech - [Decor-Led Home Projectors](https://www.trendhunter.com/trends/decor-led-home-projectors) - [Accessible Fintech Pop-Ups](https://www.trendhunter.com/trends/chequing-account) - [Dual-Wavelength Recovery Wearables](https://www.trendhunter.com/trends/joint-therapy) - [Pop-Culture WiFi Routers](https://www.trendhunter.com/trends/pop-culture-wifi-routers) All articles: [Tech](https://www.trendhunter.com/tech)