For a long time, Facebook Messenger seemed to be secondary to Facebook’s core business – a product feature rather than something more. So when Facebook bought WhatsApp for an extraordinary $19 billion, it seemed like WhatsApp would end up being Facebook’s messaging platform of choice. But on April 14, Facebook announced that it was explicitly turning Messenger into a platform that allows media outlets, retailers, and anyone else to develop bots to chat with users, joining Kik, Microsoft, and others offering similar services.
Why Facebook Messenger Is a Big Deal for Customer Service
It’s more effective than Twitter or Kik.
May 06, 2016
New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
Learn More & See All Courses
New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.