Mobile messaging is for more than just friends. People are increasingly using the chat apps they’ve downloaded to connect with businesses big and small, near and far. Discover what’s driving people’s preference for messaging businesses and how it can help you unlock powerful connections with the people who matter to you most.

1. Among people
surveyed*
63%
say their messaging with
businesses has increased
over the past two years
Messaging businesses
is on the rise
Look who’s sending2
Compared to the
average person who
messages businesses
25%
more likely to
message Retailers
Millennials are
Sources and methodology:
*Among people surveyed who currently message businesses
“Businesses and organizations” defined as Pages on Facebook.
1. Facebook data, global, Jul 2016.
2. Facebook data, global, Apr–Sep 2016 (accessed Nov 2016).
Source unless otherwise specified:
“Facebook Messaging Survey” by Nielsen (Facebook-commissioned study of 12,500 people ages 18+ who used a mobile
messaging app in the past 30 days across AE, AU, BR, FR, ID, IN, JP, KR, MX, TH, TW, the UK, the US and VN), Mar 2016.
The study included 1,000 respondents per market except for AE, TW, VN, where the sample size was 500. Data is on
average across the 14 markets.
When Conversation
Leads to Commerce
Mobile messaging is for more than just friends. People
are increasingly using the chat apps they’ve downloaded to
connect with businesses big and small, near and far. Discover
what’s driving people’s preference for messaging businesses
and how it can help you unlock powerful connections with
the people who matter to you most.
People say being able to chat with a business
or retailer makes them feel
Retailers to
restaurants2
Messaging goes to market
Messenger data reveals people’s global and
growing interest in messaging businesses
More than
1in2people say they are more
likely to shop with a business
they can message
Retailers Professional Services
1
Local Events + Restaurants
54
NonprofitsMedia + Celebrities
3
2
With people messaging more than
ever, there’s never been a better
time to join the messaging
movement—especially if you’re
open to experimentation and
eager to help shape the future
of communication.
BUILD SOMETHING BETTER
Whether you want to resolve inquiries faster, help people
make easier decisions or provide proactive reminders, learn
how bots and automation can help you unlock the magic
of messaging at scale.
MAKE YOUR PRESENCE KNOWN
Ensure it’s easy for people to find and connect with
your business, and encourage the people who matter
most to message and stay close to you.
EXPRESS YOURSELF
Bring your brand’s personality to life through language—
including visual language. People on Messenger share over 9.5B
photos every month and over 5M GIFs every day.1
Explore some
recent learnings around creative strategy on Messenger.
MEASURE WHAT MATTERS
Want to know how often people are transferred from your
bot to a human agent? Wondering how many people who’ve
interacted with your bot make a purchase in your app? Use
a growing set of analytics tools to measure bot-related
business outcomes and make your most informed decisions.
Convenience
creates closeness
People surveyed
say messaging
with businesses*
People’s preferences are shifting
Messaging makes
commerce personal
Messaging can
make commerce
happen
Messaging throughout
the journey
As people pave a new path to purchase, growing
numbers say messaging is their preferred way
to communicate with a business*
Types of businesses and organizations
people message most
What it means
for marketers
3
2
4
1
56%
would rather message
than call customer service
61%
like getting
personalized messages
from businesses
67%
expect to message
businesses even more over
the next two years
more likely than
women to message
Local Events + Restaurants
more likely than
men to message
Professional Services
29%
Men are
12%
Women are
More positive about the business
The business cares about them
More likely to trust the business
63%
59%
55%
Asking a business
a question
Asking about store hours,
location or inventory
35%
33%
Making or confirming
an appointment
Making a purchase or
placing an order
34%
33%
Providing feedback
about a business
Sharing photos
of a product
30%
39%
Consideration Conversion Connection
1Bmessages
with businesses
and organizations1
Every month people
exchange over
63%
say being able to
make payments
with a messaging
app matters
69%
68%
makes it easy
to stay up-to-dateis convenient