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Facebook Messenger to Change in a Big Way for Businesses

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Facebook Messenger to Change in a Big Way for Businesses

April 02, 2015

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By Michelle Amodio,
TMCnet Contributor
 


While it’s not new news that companies need to have a social presence in today’s social media era, it seems rather big that Mark Zuckerberg (News - Alert) is giving developers an open door to integrate their own apps with Messenger for a better, more streamlined experience.


But why?

Sure, it seems that calling into a call center these days is rather old hat. Customers today want to interact with the way that they’re used to – through social channels, self-service options, like online chat, and yes, even messenger options.

"Currently, if you want to get in touch with a business, most of us probably still call," Zuckerberg said at the F8 2015 conference. "But I actually don't know anyone who likes calling businesses. It's just not fast or convenient and it definitely doesn't feel like the future."

A new program called Businesses on Messenger basically allows businesses to stay in touch with their customers without having to call a customer support phone number.

On the company’s official Developers blog, Facebook (News - Alert) Product Manager Lexy Franklin writes:

“Businesses on Messenger enables things like the following: during the checkout flow on a business’s site, a person can choose to start a conversation with a business, receive updates from that business on things like order confirmations and shipping status updates, and ask the business free-form questions about the order, receiving quick responses.”

Then of course, there’s Messenger Platform, which will offer more than 40 new apps so that people can add GIFs, photos, videos and audio clips to their conversations.

Basically, Facebook wants to keep you from going to other mobile messaging services.

While there was a lot of hemming and hawing over the separation of Messenger from the original Facebook app, with only 600 million users on Messenger versus the 1.19 billion users on Facebook itself, Facebook is clearly sticking to its messaging guns.

"As Messenger has grown, we think this service has the potential to help people express themselves in new ways, to connect hundreds of millions of new people, and to become a really important communication tool for the world," Zuckerberg said. 




Edited by Rory J. Thompson
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