Thursday, March 26, 2015

Messenger Business will change customer service - no more calling businesses - Zuckerberg at F8

The premise is this: When consumers make a purchase online, it's in efficient. It's a flood of emails including purchase confirmation and shipping info, and they're all on separate threads generated from different tasks. Clicking on any of those emails directs to a website -- it's a situation Facebook's VP of messaging product David Marcus called "inconvenient on desktop" and "barely usable" on mobile.

With Messenger Business, all information related to the purchase comes in on one thread, along side users' other messages. Within that thread, users can change an order, track the package, receive a receipt, or even just ask if that recently-purchased shirt comes in black, Marcus said.

As part of the F8 opening keynote, Zuckerberg also announced Messenger Platform, which will let apps makers send content through Messenger.

It also includes integration with more than 40 apps like JibJab, Dubsmash, and others that allow for the inclusion for various types of rich content like gifs, video, animations, and more, into the Messenger app.
It will include sending money to each other through the app, as well as other additions integrations like stickers, video, voice calling, and locations.

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