Interesting to see the first company utilize Facebook Messenger for customer service, but it’s not the first instance of companies using messaging platforms such as WeChat to do so…
Rogers offering customer service via Facebook Messenger | Marketing Magazine: “Rogers claimed to be the first telecom company in the world to offer customer care via Messenger. Representatives from the two companies first met earlier this year, said Deepak Khandelwal, chief customer officer with Rogers.”
As I keep saying, messengers (Messenger, WeChat, iMessage, Hangouts, Line, Snapchat etc) are the future of social interaction on the web, so this is a big first step in North America (already happening in Asia just as texting, emoji etc developed there first).
Twitter needs to get its Direct Messaging app and product out there. Quickly.