The Facebook Messenger is an all new product. Before that we had direct messages or Inbox, depending on how we like to call it. Now with Messenger a separate app that you need to install, it comes across like a WhatsApp clone. But that’s not what it’s meant to be.
Facebook boasts of over a billion downloads on devices. So does WhatsApp. Now even Messenger claims the billion downloads tag. So why would the world’s most successful social media network invest and own two instant messaging platforms?
Facebook CEO Mark Zuckerberg made an important statement at F8, “Facebook used to be this single blue app. Now it’s a family of apps.” The reason for this is the presence of business on Facebook! While there large audiences on Facebook, the future undoubtedly is mobile. And to stay relevant, Facebook would have to maintain its dominance in the mobile space. The opening up of Messenger enables Facebook to do much more than standard Facebook advertising.
On mobile devices, though, interaction is via apps! That’s where Facebook sees a growth opportunity with messaging. There is no shortage of competition in the business of messaging. San Francisco-based Zendesk is a software development company that offers a cloud-based customer service platform that enables businesses to handle ticketing, self service and customer support features. What’s significant is that Zendesk is now a partner with Messenger. With this, a business that usually offers chat support could now just replace it with the Messenger application.
So the next time you are ordering a product from an ecommerce site, you could follow up with your Facebook or Messenger credentials instead of entering your details again on a form.
Apart from WhatsApp, there are dozens of apps that enable person to person as well as group instant messaging across mobile platforms. What differentiates them is the presence of brands on Facebook. Since WhatsApp isn’t the ideal way for brands to engage with customers, Facebook believes Messenger fills that gap.
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