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Business-to-consumer (B2C) communication via messaging apps is a budding trend, and Facebook wants to be at the center of it.study

  • WhatsApp has a massive global reach.
  • Already, consumers worldwide use WhatsApp to communicate with businesses.
  • Over 80% of small businesses in India and Brazil have said WhatsApp helps to facilitate B2C communication and, as a result, grow their businesses’ reach.

WhatsApp is entering an increasingly competitive space. Facebook Messenger, Apple, WeChat, and Skype are all striving to be the go-to interface for B2C interaction. For instance, Apple is introducing an update to iMessage that includes iOS Business Chat, a “powerful new way for businesses to connect with customers directly from within Messages,” according to Apple. Meanwhile, WhatsApp will go up against WeChat, which already hosts 10 million official business accounts for WeChat's 980 million monthly active users to interact with.

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