In 2025, messengers have evolved into a powerful sales channel: instant replies, personalization, and record-high conversion rates have become the standard for successful businesses.

Not long ago, messenger marketing was considered a novelty, but today it’s a must-have tool. While brands focus only on email with a 20% open rate, companies that add messengers get 5 times more attention and sales.

How do brands use messengers in 2025?

Messengers are no longer just a support channel — they have become an ecosystem where the entire customer lifecycle happens: from first contact to long-term relationships.

Leading companies have turned messengers into smart assistants that know each customer’s history, understand their needs, and can instantly offer the best solution. This is a digital conversation partner that never gets tired and is always ready to help.

Key trends in 2025:

• Hyper-personalization: AI analyzes each customer’s behavior and creates unique offers.
• Omnichannel: seamless switching between messengers, calls, and email.
• Human-like automation: bots that talk like real consultants.
• Interactive content: polls, quizzes, and videos right in the chat.
• Proactive support: anticipating customer needs before they arise.

The most successful brands understand that messengers are a space for building trust. They use personal data not to push products, but to solve real customer problems.

Messengers have become the main marketing channel

The world has changed. Today’s consumer has no time to sort through hundreds of emails or wait a day for a reply. They want instant communication, personal attention, and quick problem-solving. Messengers perfectly meet these expectations — although a properly set-up email channel can still be effective.

Statistics clearly show the advantages: almost all users open messenger messages within the first minutes. By comparison, only one in five recipients opens a regular marketing email, though personalized campaigns can achieve much higher results.

Benefits of messengers for business:

• Instant communication: real-time response.
• High engagement: message open rates reach up to 98% (for example, almost all WhatsApp business messages are read, most within minutes).
• Personalization: tailored approach to each client.
• Convenience: communication in an environment familiar to the user.
• Cost-effectiveness: significantly lower cost compared to traditional channels.

But it’s not just about speed. Messengers create a sense of personal conversation. When a customer receives a message in the same app they use to chat with friends and family every day, it doesn’t feel like advertising — it feels like a friendly conversation with a brand they trust.

Best tools for messenger marketing

Choosing the right platform is the first and most important step in messenger marketing. There’s no one-size-fits-all solution. Successful companies carefully analyze their audience and choose the messengers where their customers spend the most time.

Top messengers for business in Ukraine:

Facebook Messenger

• 1.3 billion active users
• Advanced automation capabilities
• Integration with Instagram and Facebook Shops
• Ideal for B2C
• Powerful targeting tools

Telegram

• Powerful bots
• Channels for mass messaging
• High security and privacy
• Active business audience

Viber

• Viber Business for companies
• Convenient group chats
• Excellent integration with mobile numbers
• High user trust

WhatsApp Business

• Global audience reach
• Product and service catalogs
• Automated greetings

NovaTalks: All communication channels in one interface

Modern businesses can’t afford to scatter their attention across dozens of tools. Omnichannel platforms like NovaTalks unite all communication channels in a single interface, allowing teams to work efficiently and deliver flawless service.

NovaTalks integrates:

• Messengers – 80% of customers prefer messenger support! It’s fast, convenient, and free for inquiries from abroad.
• Calls – voice contact remains valuable, especially when typing is inconvenient or urgent discussion is needed.
• Online chat – instant website communication with real-time support.
• Email – still irreplaceable for formal requests, sending documents, detailed offers, and long-term campaigns. Properly segmented and personalized email can be a great complement to messengers.

Benefits of an integrated approach:

• Stay connected 24/7
• Provide flawless customer service
• Work effectively with data

Ideas and scenarios for messenger promotion

Starting with messenger marketing might seem daunting, but it’s actually a step-by-step process any company can master. The key is not to try everything at once but to move forward gradually, constantly analyzing results and improving.

Steps to launch messenger marketing:

1. Audience analysis – find out which messengers your customers use most.
2. Platform selection – choose a communication management tool.
3. Content creation – prepare message templates and conversation scripts.
4. Automation setup – create chatbots and auto-replies.
5. Testing – check all scenarios before launch.
6. Result analysis – track metrics and optimize.

FAQ

Why are messengers important for marketing in 2025?
Because 80% of users prefer to communicate with brands via messengers. It’s fast, personal, and free from the clutter of email.

Which messengers should I use for promotion?
It depends on your audience. In Ukraine, the most popular are Facebook Messenger, Telegram, and Viber. WhatsApp is less open to integrations but great for closed groups and support.

How do I start with messenger marketing?
Start by connecting an omnichannel platform (such as NovaTalks), set up a chatbot, build your customer base, and plan your first message campaigns and automated dialogues.

Can I send mass messages in messengers?
Yes, but with rules: user consent is mandatory, opt-out options must be available, and frequency should be no more than 1–2 times a week. NovaTalks automates these processes in compliance with GDPR.

Messenger marketing in 2025 represents a fundamental shift in how brands communicate with customers. Companies that fail to adapt risk losing a significant share of their audience.

Key takeaways:

• Messengers deliver 5x higher engagement.
• 80% of customers prefer messenger communication.
• Automation and AI make scaling easy.
• Personalization is now a standard, not a luxury.
• An omnichannel approach is essential for competitiveness.

The future belongs to companies that understand the value of personal communication and invest in the right tools to deliver it.

Ready to start your messenger marketing journey?

• Try NovaTalks free for 14 days
• Get a personalized consultation from our experts
• Set up your first chatbot in 24 hours
• Increase sales and improve customer service

The future of your business starts today. Take the first step towards effective messenger marketing with NovaTalks!