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Messaging Apps: The Next Frontier in Customer Service

Messaging Apps: The Next Frontier in Customer Service

Messaging apps, such as WhatsApp, Snapchat, Kik, and Facebook’s Messenger, play a huge role in how people communicate with each other. 800 million people use WhatsApp each month, with Facebook’s Messenger, QQ Mobile, and WeChat following closely on their heels. Skype, Snapchat and Kik don’t have quite the volume of users, until you delve down into usage rates among younger people: among the 25 and under set, these apps become much more prominent. 30% of all Millennials report using Snapchat at least daily.

Now, increasingly, brands are using these popular messaging apps to connect with their customers. While advertising isn’t really an option on most platforms yet, messaging apps can be used to answer customer questions, check order status, and have other conversations via live-chat features. Depending on the app, this chat functionality is available only on a mobile device, or on a mobile device and desktop computers.

It is important to think about how messaging apps fit into your customer service plans. Some business owners, such as the jeweler Rare Pink, use apps for a specific sort of conversation – in that case, as a confidential way to discuss engagement ring plans conveniently. In this specific instance, according to Forbes magazine, using a messaging app is preferable to using traditional social media because app usage won’t trigger retargeter ads, which could potentially spoil the proposal surprise.

The fact that there are so many messaging apps can seem quite daunting. However, using messaging apps effectively for your business isn’t as time or labor intensive as maintaining an entirely new social media platform: instead, think of these apps as so many e-mail addresses. You’ll want to set up and monitor accounts on those apps most relevant to your user base; the key is to be friendly and responsive whenever customers reach out to you. The next step in message app-based marketing will undoubtedly be reaching out to customers with highly relevant, individualized offers, but if you’re not there yet, don’t sweat it. Concentrate on successfully integrating messaging apps into your existing customer service infrastructure to begin with. Making a smart start now will serve you well later.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office