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#SocialSkim: Apps Will Soon Die, Twitter for Your Customer Service Teams: 11 Stories This Week

by Christian Neri  |  
February 25, 2017

This week's 'Skim is filled to the brim: The impending demise of apps and why your company needs to start thinking different; Twitter's brand-new, personable customer service feature; Instagram's big change that just made it easier to tell your brand story; how Facebook just turned WhatsApp into Snapchat; how to get more leads on Instagram; how to get your business verified on Facebook; 10 social media mistakes killing your company; and much more...

Skim to make sense of it all!

1. Fire up your chatbots, because messaging is eating away at apps

Where will Facebook's WhatsApp go in the future? All we have to do is look to China to know, suggests a new report from Gartner. Use of standalone video, map, and social media apps has decreased from last year, but messaging app use has increased, and the report suggests that trend will continue as users shy away from downloading new apps and instead stick to what they know.

WeChat, the Chinese "super app" that combines everything from Google Maps and Facebook to Tinder and Amazon is a blueprint of what will inevitably hit the shores of the US, so your brand might want to put the development of chatbots and services that could be integrated to Facebook's Messenger and WhatsApp at the top of its priority list. After all, Bill Gates just joined WeChat. Need we say more?

2. Twitter becomes personable with custom profiles for business' agents

While Facebook moves toward automation via chatbots, Twitter's taking a different approach. The social network this week introduced custom profiles for businesses' customer-service agents; now, instead of customers' seeing a simple brand logo, they'll be greeted with a profile picture and name so customers know they're chatting with a human and not a bot.

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Christian Neri is a digital marketing professional in the film & television industry, and a contributor to MarketingProfs. An American expat in Paris, he recently completed his MS in digital marketing at IÉSEG School of Management.

Instagram: @christianneri

Twitter: @christianneri

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