Background
In Vietnam, several chat apps enjoy wide popularity: Messenger, Zalo, WhatsApp, Viber, Telegram, and more. Each platform has its own unique strengths, so choosing the right channel plays a crucial role in your overall marketing strategy.
Criteria for Choosing the Right Chat Platform
User Demographics
- Messenger: Popular across all age groups, closely tied to Facebook.
- Zalo: Widely used for personal communications in Vietnam, offering multiple features to support business operations.
Automation Capabilities (Chatbot, API)
- Messenger: Easily integrates with ManyChat, Chatfuel, and flexible APIs.
- Zalo: Zalo OA (Official Account) can create a basic chatbot, but still has limitations when it comes to advanced features.
Open Rate & Engagement
- Messenger: In practice, it often achieves very high open rates (around 80–90% in many campaigns).
- Zalo: Strong push notifications; however, OA users must be cautious about spam to avoid being blocked.
Supporting Features
- Messenger: Offers “Facebook Messenger Ads” for paid promotions, allowing an in-chat shopping experience.
- Zalo: OA provides a broadcast feature for mass messaging, plus Zalo Shop for product listings.
Budget & Goals
- If your brand already has a strong Facebook presence, Messenger can leverage your existing fanbase.
- If your target audience relies more on Zalo, then Zalo OA may be the optimal choice to drive conversions.
Pros & Cons of Facebook Messenger Compared to Zalo
Advantages
- Close integration with Facebook, creating a seamless marketing loop (directly from posts/ads into a chat conversation).
- Open platform with many specialized tools for chatbots, measurement, and advanced automation.
Disadvantages
- Highly competitive environment, as many brands run Messenger Ads.
- Notifications can sometimes be turned off by users, so they may skip messages if they receive too many.
Strategy for Combining Multiple Platforms
- Omni-channel Approach
Integrate Messenger, Zalo, website chat, etc., so customers can choose their preferred communication channel. - Data Synchronization
Use a CRM or a multi-channel messaging platform (e.g., Harafunnel, Fchat) to centralize conversations and keep track of customer interactions from different sources. - Budget Optimization
Test your ROI on each chat platform to determine where you get the best returns, then allocate your budget accordingly.
Conclusion
Choosing which chat platform to invest in depends on your product characteristics, target audience, and available resources. Facebook Messenger remains a strong option due to its widespread user base and flexibility. However, if your market primarily uses Zalo, you might want to combine both or focus on Zalo OA to maximize efficiency in reaching and engaging your customers.
Bespoke Marketing offers tailored solutions for chat platform strategies, whether it’s Messenger or Zalo. From setting up official accounts to designing chatbots and tracking ROI, we’ll help you build an effective, data-driven messaging channel that suits your audience best. Feel free to get in touch for more information!
