Trends Report

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

The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out

May 5th, 2016
AH
Andrew Hogan
With contributors:
Patti Freeman Evans , Meredith Cain , Peter Harrison

Summary

One out of every nine people on the planet uses Facebook Messenger in a given 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 and Hyatt have started to provide customer support through Messenger. In this report, we lay out the reasons why customer service application professionals should start planning their own strategies for incorporating Messenger into their service arsenal.

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