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Facebook's New Tools For Instagram/Whatsapp Highlight Shift in Business Communications
Social media giant Facebook (News - Alert) has unveiled new tools for Instagram and Whatsapp, two of the company’s most widely used applications, that will assist in creating better communications between businesses and customers.
The new tools were announced at Facebook’s F8 Refresh developer event, where company representatives pointed out the growing preference for messaging for business correspondence, deviating from the more traditional routes like phone calls or email. In fact, Emile Litvak, Facebooks’ Head of Business Messaging, stated that nearly 64% of customer prefer messaging over all other forms of communications, according to company research.
Instagram Messenger API and Whatsapp API can now be integrated into third party platforms, eliminating the need for customers to switch between applications to communicate with businesses. New features also allow participating companies to automate simple customer inquiries, and allow companies to send customer info to customer service agents for quicker turnaround. The company believes that with these tools, communications between businesses and customers can become more efficient and productive.
The company also revealed additional features to its own platform, announcing Facebook Login will soon allow customers to opt into business messages when using Facebook on a participating website. Along with that, Facebook representatives also stated that an upcoming API will allow developers to access the company’s Spark Augmented Reality software.
Edited by Maurice Nagle