3 trends in messaging technology shaping how we communicate

Connecting through video calling, especially in small groups, was arguably the most in-demand feature people turned to in 2020. And this trend shows no sign of slowing down. According to a study from Ipsos, 85% of people currently using video calling platforms believe they will continue to use them even once COVID-19 lockdowns are lifted.

In 2021, people will look for video calling services that let them do more than just talk to each other. They’ll want features that will let them share normally in-person experiences virtually; watch movies together, listen to music together, play games together, learn and teach together. People will expect these “add-on” features to be free and easy to use, and companies that deliver these experiences without letting the technology get in the way will likely thrive.

At Messenger, we recognized this shift in behavior in 2018. When the pandemic hit, we focused on accelerating our existing strategy to meet the needs of people that use our services faster. We introduced Messenger Desktop to allow people to connect on bigger screens over their computers, alongside on mobile. We released Messenger Rooms, as an easy and seamless way to create a virtual living room with friends and family, as well as Watch Together, a group-watch function with the ability to chat during Facebook Watch videos.

THE YEAR OF CONVERSATIONAL E-COMMERCE

As we all know, the COVID-19 pandemic and subsequent restrictions have been especially hard on small businesses. Many have had to close their doors, some forever, and countless others have turned to the internet to stay connected with their customers, some creating an online presence for the first time. According to a recent study by Deloitte and commissioned by Facebook, 77% of the SMBs surveyed indicated they started using or increased their usage of digital tools during the pandemic. In 2020 we saw total daily conversations between people and businesses on Messenger and Instagram grow by over 40%.

In 2021, businesses will look to enhance their online presence even more by engaging in conversation with customers through messaging. As more people shop through social channels, businesses will build more robust conversational technology that will let them connect more with their customers in a way that works better for customers. For example, businesses will recreate the “in-store experience” online by giving people the ability to ask questions along the path to purchase, at a time and place that works for them.

PARENTS EMBRACING VIRTUAL CONNECTING

One of the trends we saw globally in 2020 was the transition to remote learning for schools and universities across the world to help slow the spread of COVID-19. To help their kids cope with isolation and lack of physical social interaction with peers, parents turned to tech to help kids remain connected with their friends and family. And they turned to services they trusted to help.

Now that parents have seen the power of connection through technology for their kids in 2021, we will see more and more gaming, social, and messaging apps designed specifically for kids and teens. We’ll also see increased scrutiny—from parents and regulators—on apps for kids. Parents will continue to seek ways to maintain connection for their kids through distance until the vaccines are widely available and distributed, but they will want to make sure their children are safe online and will turn to those services that give them that control.

While the past year may have increased our reliance on technology to stay connected with one another, it’s also made clear that regardless of the technology people use they want it to facilitate real human connection, no matter the distance. People will turn to those companies that can help people maintain this connection in 2021 and beyond.