Messenger may not be the first digital/social tool that comes to mind when you think of doing business online, especially since the service became its own standalone application. However, as Facebook announces 800 million+active Messenger users, they’re bringing its business uses to the forefront of marketers’ minds.
Messenger’s Evolution
Facebook’s VP of Messaging Products, David Marcus, has conveyed the social media giant’s confidence that Messenger is in fact the wave of the near and not-so-distant future. Of course many new features for consumers have been rolled out including the ability to send funds to friends and family and the ability to make phone calls directly through Messenger (mobile or desktop), no phone numbers necessary. However, Messenger aims to be all things to everyone and so businesses have not been kept out of the loop.
This smart business tool is being marketed as a means for providing customer service in a timely fashion in a way that is convenient, desirable and user-friendly to consumers. It is also being presented as a means for purchasing goods and services. Of course email or phone could be used for either of these purposes as well, however, the selling point is that Messenger comes free of charge and that it comes with a special set of benefits. Benefits include the ability to provide quick and accurate customer service, the ability to quickly and accurately access past conversations with a customer and the ability for multiple customer service representatives to assist the same customer as they access all past conversations in their proper context in one place. Even Groups on Messenger which were formerly more considered to be an easy way to organize friends for a weekend or share vacation updates with close friends and family, is being promoted as a tool for helping organizations communicate among work groups and other co-workers.
The Future
A service that likely will not be free of charge but will certainly be worth some form of investment if done properly is Messenger’s virtual assistant, M. The assistant is currently is testing but Facebook announces its future use as being able to take care of a myriad of tasks and responsibilities to save consumers and businesses time and money. M will organize errands, send thank you cards and gifts and make reservations and take care of so much more.
