Oliver Bugarin 4 0 0 4 min to read

More Filipinos communicate with businesses using messaging apps

In comparison to the time before the epidemic, Filipino customers are now more likely to communicate with businesses through messaging apps, according to a survey by Meta and the Boston Consulting Group in the US.

According to the survey, 71% of Filipino respondents have started using messaging apps and other platforms to communicate with businesses.

Following Vietnam with 73 percent of those surveyed, the Philippines came in second place.

Indonesia (69%) followed Filipino consumers in terms of business messaging usage, followed by Thailand (66%) Taiwan (64%) Australia (58%), and South Korea (55 percent).

38 percent of Filipinos said they chatted with businesses more frequently after the COVID-19 outbreak, according to the same poll. The remaining 30% reported that it was lower than it was prior to the epidemic, while another 32% stated it was the same as before.

36 percent of respondents from the Philippines said they message firms at least once every two to three weeks, while 26 percent said they do so at least once each week. Another 36% stated they make contact with companies at least once each month.

Anthony Oundijian, managing director and senior partner at BCG, stated that the COVID-19 epidemic “caused countries throughout the world to go into lockdowns, institute severe social distance restrictions, and ban in-person corporate operations.”

“As a result, more Filipinos went online, and businesses from many industries increased their spending and involvement on online platforms to connect with clients,” he continued.

According to Oundijian’s research, business messaging adoption is expanding in the Philippines beyond small firms.

“Larger firms increasingly acknowledge messaging as a crucial component of their business strategy, whereas smaller businesses have been using business messaging to digitize and scale their online presence for years. In fact, according to Oundijian, “seven in ten large organizations evaluate messaging as highly or extremely crucial to their total business.”

65 percent of Filipino consumers prefer to contact businesses via chat rather than via phone or email, according to the survey, which also revealed that 97 percent of Philippine firms acknowledge the importance of messaging applications for success.

John Rubio, the country director for Meta, claimed that the pandemic has sped up fundamental changes in how individuals and businesses interact.

The study demonstrates how customers are beginning to expect to be able to communicate businesses. We are dedicated to providing businesses of all sizes with the skills to engage this channel for growth because business messaging is largely conducted through social and messaging platforms, Rubio added.

Facebook, Instagram, Messenger, and WhatsApp are all owned by Meta, in addition to the social networking sites and messaging services combined.

According to the poll, Meta technologies have an advantage over other commercial messaging methods because of the breadth of their platforms.


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