During Facebook’s F8 developer conference March 25-26, they announced an important new feature coming out for businesses “in the next few weeks:” Businesses on Messenger. This feature is part of the company’s launch of Messenger Platform, which opens its Messenger App API to third-party developers. This announcement has implications for web development, mobile, customer service, social, e-commerce, and email.
Business Insider business writer Quinton O’Reilly writes that, “(Facebook) sees a future where you can message businesses directly… messaging about orders, inquiring about when an item will ship and receiving push notifications when items are back in stock. It also allows you to complete purchases within the app if the company in question already has details on file. Businesses on Messenger will launch in the U.S. over the next few weeks.”
Here are a few examples of the type of rich and personal conversations consumers can potentially have with Businesses:
- Opt-in to receive notifications about an order within Messenger, direct from the business
- After purchasing something from a website, people can choose to receive updates in Messenger and continue their conversation with the business in the app
- Ask a business question, make requests, and get personal responses
- Complete customer service requests through business integrations with ZenDesk
Just being able to message potential customers isn’t necessarily enough for many retailers – most would like a payment functionality to be integrated into the app so that customers can purchase after an interaction. Messenger has taken its first step toward becoming like this, with this latest move and the introduction of Payments last week, but it has a long road ahead.
Everlane and Zulilly are the first partners integrating this new feature in partnership with Facebook. You can only imagine many forward-thinking businesses will be hopping on the bandwagon sooner than later, especially those who are already working with ZenDesk, since they’re an integration partner as well.
Would your business, or your clients use Businesses on Messenger? Let us know in the comment section!