It’s well known that Facebook wants to turn its Messenger app into a commercial resource for businesses, and a customer service channel as well. They’ve already started using AI and deep learning to create a Messenger function with Uber and Lyft. People can order up rides just by sending a message to the Uber or Lyft chat bot. However, some analysts are wondering why more businesses aren’t jumping up on this exciting opportunity.
Sure, there are a few early adopters. Just last week, it was announced that through Facebook’s Messenger app, you can check up on your KLM flight. You can get your flight confirmation, your boarding pass, get check in reminders and get updates on your flight’s status. If you use this service between now and April 20, you could have the chance to win two round trip tickets via KLM! They are also hinting at the idea that people might even be able to buy their KLM tickets through Messenger in the near future.
However, it doesn’t seem that more brands or Messenger users are amped up about using Messenger to interact with even more brands than they already do. Some marketing experts believe this is because people already have a convenient solution for getting the things they need in life. To get cheap flights and hotels, they might use Expedia or Priceline. To buy anything under the sun delivered to their house, they might use Amazon or Walmart online. Some of these experts believe that in order to get people to use Messenger for these things, Facebook is going to have to sweeten the deal with bonuses or extra features that make it even easier. Facebook is going to have to make it easy for users to bridge the gap between communications program and e-commerce program, which is a pretty big leap, especially for those who are not tech savvy or those who are leery of security issues.
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