Facebook’s Messenger lands first airline as chat app pushes into commerce

8 years ago | Posted in: Technology | 783 Views

SAN FRANCISCO — KLM Royal Dutch Airlines passengers will soon be able to check in, get flight updates, make travel changes and talk to customer service reps straight from Facebook’s Messenger chat app.

KLM is the first airline and the first major European partner for Messenger, which is used by 800 million people around the globe.

Facebook sees customer service as a natural extension of chat apps which were built for, well, chatting. The giant social network launched Messenger for Business one year ago to pursue “conversational commerce,” the notion that we will all soon be talking to — and eventually transacting with — businesses over messaging apps.

Since then, businesses in a growing number of industries have tried out the service to chat with customers, among them hotel chain Hyatt and retailers Walmart and Everlane. In a hint of the kind of commercial transactions to come, users of Uber and Lyft can hail a ride by tapping a new transportation option inside Messenger and share the details with friends.

A single communication thread improves on other customer service experiences such as email, phone and web chat, says David Marcus, vice president for messaging products at Facebook… see more

source: usatoday

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