Facebook Messenger is by far the most popular messaging app for Vietnamese who shop online.
VnExpress reports that 70% of Vietnamese who use chat apps to shop prefer using Messenger in order to contact businesses, according to a recent report from market research company Q&Me.
Overall, Messenger is the most popular chat app in Vietnam, with 94% of respondents using it, followed by Zalo (89%), and phone text messages (59%). This doesn’t come as a surprise, given that Vietnam is home to an estimated 42 million daily Facebook users.
In terms of using such apps for shopping, Messenger’s usage rate has grown by 23% since 2016.
Shops and restaurants are the two most frequently contacted types of businesses on Messenger, at 61% and 48%, respectively. Meanwhile, 57% of respondents said they often contact a business in order to ask for information about a product.
Interestingly, many customers were dissatisfied with businesses while using Messenger, as 57% did not receive a response.
The study was conducted through the month of January and involved 300 people in Hanoi and Saigon, the news source shares. Vietnam’s e-commerce market is growing fast. Revenue hit US$2.3 billion in 2018, up nearly 30% from the previous year.