Messaging apps have revolutionized the way we communicate with each other. Six of the top ten smartphone apps used on a regular basis are messaging apps – and preeminent among them is Facebook Messenger. At the start of 2016, Facebook Messenger counted 800 million monthly active users, or over 11% of the world’s population. By mid-year 2016, that number has grown to over 1 billion.
Using Facebook Messenger as a customer service tool can improve brand engagement, service and support levels as well as strengthen the voice of the customer. With the proper opt in, Messenger can even be used to deliver proactive notifications and announcements with the potential for two-way dialogues.