https://www.entrepreneur.com/article/304722
Facebook's Customer Chat allows brands to interact with customers through direct conversation. Allowing customers to be reached on mobile or website platforms with great effectiveness.
Facebook rivals Amazon and Google for marketing revenue but is also increasing its stake against CRM services as well. This will allow Facebook to continue to exert great influence on how marketers reach consumers and give brands an intimate way to direct their message. This will also force firms to increase engagement to compete for consumer dollars. The winning brands will deliver constant personalized interactions with a customer, coming to the customer instead of making customer search for them. The brand must also maintain a consistent message that does not change whether consumed on a subway ad or while using Facebook on your phone.
As we have seen with other channels of targeted marketing, how do brands keep from becoming intrusive or overbearing with this new capability? Facebook works to keep the balance on their end, so they maintain their customers but brands must do the same.
Inevitably the channels to reach consumers will evolve. Marketing teams must adapt to this new opportunity while preparing to shift to a new method, all while maintaining brand integrity.
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