Messenger Services

June 7, 2019

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Digital communication has firmly established itself in our everyday lives. About 75% of all Germans use the services of WhatsApp. Almost one in two [1] currently uses Facebook. In the business environment, too, agreements and discussions take place to a large extent online.

In order to gain a better understanding of different target groups, we take a closer look at the best-known communication channels in both application areas:

WhatsApp is currently the most popular messenger service on mobile devices in German-speaking countries and has made the use of SMS almost superfluous, especially among young people. This development can also be observed in many countries in South America, Africa and Asia. However, the service is not so popular in its own market (USA).

Target group: overarching
Examples of use for chatbots: newsletters, customer service, making appointments, bookings, etc.
Platforms: Android, iOS, Web Browser, Windows Phone, Windows 10
Website: https://www.whatsapp.com/

WhatsApp notifications are active for almost all users. A direct customer contact can be established quickly and easily via a business API.

Facebook Messenger

As an independent application, the Facebook Messenger is virtually necessary to write messages about Facebook from the smartphone. The majority of Facebook users therefore use Messenger. In addition to the classic chat functions, interaction with bots through Quick Replies is easily possible.

Target group: overarching
Application examples for chatbots: news, FAQ, recruiting, consulting, customer service etc.
Platforms: Android, iOS, Web Browser, Windows Phone, Windows 10
Website: https://www.facebook.com/messenger/

Young people are currently rapidly disappearing from the platform, but older people are discovering the network for themselves. Users are well connected with each other, both within the inner circle and internationally. Chatbots can be integrated in a largely uncomplicated manner.

Safety is the top priority for the Telegram messenger service. The Messenger is, thanks to a huge sum of investments, free of costs and advertising, cloud-based and runs on open-source software.

Target group: overarching
Examples of use for chatbots: newsletters, customer service, making appointments, bookings, events, etc.
Platforms: Android, iOS, Windows Phone, Firefox OS, Ubuntu Touch, Windows, macOS, Linux
Website: https://telegram.org/

Telegram is becoming more and more popular. "Fridays For Future" demonstrators use the Messenger to organize themselves, to pass on their live location and to network. Bots are easy to create and have a lot of features available.

WeChat

In addition to standard messenger functions (partly only in China), WeChat also offers the ability to order food, pay bills, search for jobs, arrange appointments with doctors, play games and much more. In the meantime, it has also been expanded to include the mobile payment system "WeChat Pay". WeChat forwards data to Chinese authorities [3].

Target group: mainly China; overarching
Application examples for chatbots: orders, events, customer support, newsletters etc.
Platforms: Android, iOS, Windows Phone, Blackberry OS, Windows, macOS
Website: https://www.wechat.com/

In the People's Republic of China, WeChat has already become the center for numerous online activities. Strong networking with Chinese authorities makes the platform practically essential for every citizen. Censorship is taking place. The platform is also gaining new users outside the country. Chatbots are relatively easy to implement.

viber

With Viber, messages can be sent and IP phone calls can be made. Calls between Viber users are free of charge, outgoing calls to telephone networks are possible, but subject to a charge (pre-paid model). With regard to data protection, Viber was often subject to strong criticism in the past [2]. The Japanese company Rakuten took over the company in 2014.

Target group: overarching
Application examples for chatbots: newsletters, messages, customer support etc.
Platforms: Android, iOS, Windows Phone, Win 10 Mobile, Windows, macOS, Linux
Website: https://www.viber.com/

In order to correctly implement chatbots on the platform, a monthly fee may be charged.

kik

Kik is very popular with young people (in the USA). This is partly due to the function to hide messages (from the parents) and to download extensions directly in the app. Chats are possible anonymously without any limitations and without giving the mobile phone number. This is heavily criticised by various experts, especially in view of the young target group.

Target group: 13-24 years, mainly in the USA
Examples of use for chatbots: storytelling, newsletters, messages, promos etc.
Platforms: Android, iOS, Blackberry OS (5, 6, 7) Nokia Series 40, Windows 10 Mobile
Website: https://www.kik.com/

An interesting use of chatbots on Kik is certainly "Koko". The chatbot offers "emotional support" for users and has already reached more than 200,000 people [4].

line

While problems arose in the Japanese telephone network, Line became popular. News, video and voice calls are free. Similar to Facebook, there is a timeline. Unlike WhatsApp, contacts are not automatically added. So it is possible to better control your conversations and data.

Target group: mainly Asia; overarching
Examples of use for chatbots: storytelling, newsletters, messages, promos etc.
Platforms: Android, iOS, Blackberry OS (5, 6, 7) Nokia Series 40, Windows 10 Mobile
Website: https://line.me/

Line offers a free Bot Designer to start with, a connection for more complex bots is possible through APIs.

slack

With Slack, group, channel or individual chats are possible. The name is an acronym and stands for "Searchable Log of All Conversation and Knowledge".. Due to a cooperation with Google, a Google Drive bot can be integrated, for example, which posts comments and requests for access to Drive documents in Slack. Use without archive access is free of charge.

Target group: Business users
Application examples for chatbots: IT support, appointment coordination, employee support, etc.
Platforms: Windows, macOS, Linux, Apple iOS, Android, Microsoft Windows Phone
Website: https://slack.com

The use of chatbots on slack is strongly limited to business contexts and can accelerate or facilitate work processes.

Microsoft teams

Microsoft Teams is integrated into the 365 Office suite and allows chats, meetings, notes and attachments to be combined. The platform offers the possibility to integrate extensions from third parties.

Target group: Business users
Application examples for chatbots: IT support, appointment coordination, employee support, learning assistance, etc.
Platforms: Windows, macOS, iOS, Android
Website: https://teams.microsoft.com/

Similar to Slack, Microsoft teams focus on business use. However, the use of a chatbot in learning scenarios is also interesting, as teams are used in Microsoft for Education.

Google Hangouts

News, video and voice calls are possible via Google Handouts. In the past, the service was also used for private conversations, but at the latest since the introduction of the G-Suite, its use in companies has clearly predominated.

Target group: Business users
Application examples for chatbots: management, setup and configuration, order generation, search, data collection
Platforms: Web application, Android, iOS
Website: https://hangouts.google.com

Chatbots make sense for hangouts mainly when working with the G-Suite. Integration is possible through developer interfaces [5].

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