Vietnamese like social network and spend hours of time at Facebook for every online activities including communications, information and purchasing. Due to their dependency on Facebook, now Facebook page has increased its importance as the consumer touch point

1. Q&Me is online market research provided by Asia Plus Inc.
Research about Facebook and Messenger usage
as support touchpoint

2. Vietnamese like social network and spend
hours of time at Facebook for every online
activities including communications,
information and purchasing.
Due to their dependency on Facebook,
now Facebook page has increased its
importance as the consumer touch point
Demand of Facebook page and
Messenger as consumer
touch point

3. Facebook Messenger is the most popular messaging
application in Vietnam
94%
89%
59%
37% 33%
14%
Facebook
Messenger
Zalo SMS Skype Viber Line
Popular messaging communication in Vietnam
Apr, 2017 by Q&Me, N=460

4. Not only for information sharing, Facebook is common
outlet for shopping Vietnam
47%
66% 70%
53%
34% 30%
2016 2017 2018
Those who use Facebook for shopping (among EC users)
Nov, 2018 by Q&Me, N=836

5. Messenger is extremely popular
communication tools to connect biz
owners and Vietnamese
Yes, 85%
Experiences of contacting store, brand,
business through FB Messenger
Jan 2019 by Q&Me, N=300

6. Communication is in every industry
2%
15%
21%
24%
26%
27%
28%
29%
48%
61%
Others
Workshop
Bank
Brand
Ticket agency
Travel agent
Language center
Hotels, resorts
Restaurant
Shop
Shops that Vietnamese contact with via
Facebook Messenger
Jan 2019 by Q&Me, N=300

7. Vietnamese look for
product, promotion and
store information for chat
57% 55%
47%
37% 36% 35%
Product
inquiry
Product
purchase
Promotion
inquiry
Product/
service
availability
Technical
support
Store
location
Why visiting corporate FB page
Jan 2019 by Q&Me, N=300

8. Facebook is the best user
communication tool but
underutilized
But Chat support does not
always make Vietnamese happy,
contacting and waiting in vain
Yes
57%
I have contacted customer support via FB
chat but never get the response
Jan 2019 by Q&Me, N=300

9. Empower your Facebook page with Q&Me chatbot
solutions
Product search Store locator
Chatbot recommends the product that
users look for through the natural
conversations to take them to EC page
or product site
Chatbot returns the stores nearby, based
on users’ current location or typed
keywords.

10. Chatbot helps users’ online shopping by
helping their product navigations as natural
conversations. User will be redirected to
the specific EC page after the product
selection
• Category / sub-category selection
• Flexible re-direction to the product page
• Keyword search
Product search

11. Chatbot return the nearest stores based on
users’ location or typed keyword
• Location-based search using Facebook
Messengers’ location feature
• keyword search
• Store detail display (opening hours,
telephone numbers)
Store locator

12. Contact Us
Please contact us for any inquiries
URL: https://qandme.net
https://www.mfieldmarketing.com
Contact: info@qandme.net
Tel: 02839 100 043
Address: Floor 2, Songdo Tower, 62A Pham
Ngoc Thach Street, Ward 6, District
3, HCM City, Vietnam