Ever wondered how Facebook could ever make money through their messaging app? Probably not, you were most likely annoyed with the strange bubble icon pop up on your mobile device from every distant family member you have. But Facebook has recently seen the potential in those “annoying” bubbles that some of you won’t admit you love, and they see a possible profit from various brands tailoring their customer service towards the app.
With already having such success with mobile ads, Facebook has recently invested the idea of turning to companies who want the outreach of customer service through the messaging app convenience for both them and the consumers. As a business online, it has become very important in communicating with consumers and readers. Andrew Bosworth, the head of ads at Facebook, made the point of companies using this opportunity not necessarily for ads but for consumer interaction. Bosworth is speaking on the basis of Facebook already being a number one channel that businesses return to because of customer service requests.
In the future, the messaging apps from Facebook to Whatsapp will be using almost every business interaction from purchases to customer questions in this format, a convenient and one-on-one interaction with a company and user. And Bosworth refers to the possible future of their AI named “M” that could possibly complete requests you have messaged it, creating a future of robot and human dialogue and connection. Communication has changed drastically since the invention of mobile devices, but the importance of communication with consumers remains highly important still today.