Trends Report

Brief: It's Time To Provide Customer Service Through Facebook Messenger

The Popular Messaging App Lets You Meet Your Customers On Their Turf

August 10th, 2016
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Andrew Hogan, null
Andrew Hogan
With contributors:
John Dalton , Patti Freeman Evans , Meredith Cain , Kelly Price , William Willsea , Kara Hartig

Summary

One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped into the fray. Companies such as Everlane, Hyatt, KLM, and Sprint have started to provide customer support through Messenger. In this report, we lay out the reasons why this is a smart move and what customer experience (CX) pros should do about it.

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