Facebook is making a major push on its Messenger service as it looks to provide marketers with a “more efficient” customer service alternative to call centres.
Facebook is introducing a money transfer tool for the UK market and a new chat plugin, which will allow brands to embed a customer service chatbot directly onto their website. The new services are part of the rollout of Facebook Messenger 2.2 and also include the ability for brands to start sending people sponsored messages.
There will be additional metrics for tracking Messenger performance, while Facebook is opening up its business development tools to new languages including French, Portuguese and German.
Speaking at Web Summit in Lisbon today (7 November), Facebook’s head of Messenger products Stan Chudnovsky said the “sky was the limit” in terms of the chat platform’s transition into a customer service tool. He believes consumers have grown tired of the traditional ways of dealing with a complaint or…