July 25, 2017

Facebook to Help Businesses Use Messaging to Connect with Customers

Facebook has big plans for messaging because not only does it help them bring even more people into Facebook’s universe, but it moves them into the business space, where Facebook desperately wants to be, because that’s where the money is.

“The scale we’ve achieved with our messaging services makes it clear that they are more than just a way to chat with friends,” Zuckerberg noted. “That’s why we’re also making it easier for people to connect with groups and businesses as well. We are going to keep focusing on this over the next several years.”

Facebook sees their messaging platforms as a tool that can be repackaged and sold to enterprise businesses to improve CRM and to create customer stickiness. Messaging can also be used by businesses as an in-company communications platform which many enterprise companies are moving to.

“In the two years since we separated Messenger from the main Facebook app — which was a controversial decision at the time — we’ve improved performance and given people new ways to express themselves,” commented Zuckerberg. “Now, for the first time, more than 1 billion people are using Messenger every month.”

Facebook sees a huge opportunity with messaging because it moves them closer to their goal of connecting everyone on a constant always on basis. That’s why they paid $22 billion for WhatsApp, which is a service that barely had a business model.

“I’m also happy with the updates we’re making to WhatsApp — which also has a community of more than 1 billion people,” said Zuckerberg. “This quarter we launched new desktop apps and end-to-end encryption, and millions of people are using WhatsApp’s voice calling features.”

Facebook owned messaging has now taken over standard text messaging according to Zuckerberg.

“Between Messenger and WhatsApp I think we’re around 60 billion messages a day which is something like three times more than the peak of global SMS traffic.”

It’s incredible to think that Facebook now owns the messaging space. Who would have thought that 3 years ago?