Facebook has been constantly making efforts to promote eCommerce across its platform and so, the company’s latest set of tools revolves around the consumer-business connection. Facebook is working on improving business discovery and has introduced personalized messaging, along with new management tools to help businesses maximize their activity and reach.
Lets take a look at what each of the new tools is about. First, there is a click-to-message ad option that allows businesses to engage with more customers in various messaging apps. Up until now, businesses could reach out to customers via Messenger, Instagram Direct or WhatsApp. Now, it is possible for them to choose any other messaging app where they wish to chat with customers.
Facebook will add a messaging app as default in the ads by detecting an app that is most used by a user and then prompt them to contact businesses through the particular app.
Facebook’s statistics reveal that 75% of adults prefer communicating with businesses via messaging. Therefore, this new addition is likely to be beneficial for maximizing communication between brands and customers. Moreover, it will serve as a more personal and direct means of contact.
Facebook is also expanding the WhatsApp click-to-chat button to Instagram, so businesses can add the button to their Instagram profile as well. The company also revealed its plans to bring the option of creating ads that click to WhatsApp directly from the Instagram app.
Furthermore, on Facebook’s main app, a new question-answer feature is being tested. This would allow businesses to ask customers a few questions before starting a chat with them, to provide more context ahead of the chat. This option is similar to Automated Reply that was available in Messenger for some time.
In addition to the above tools, Facebook’s Business Suite Management platform is also getting new email and messaging options to help businesses manage their full marketing and outreach flow from the app. A new File Manager tool is also making its way to Business Suite. This tool will provide users the ability to manage their Facebook content through the app, and help brands compare multiple versions of a post to see which one people are more likely to engage with.