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Latest 02 Sep 2020 | Customer Service | 4 min read

This Week: A deeper look at Messenger’s Guest Mode, Facebook Shops, Instagram Checkout & more

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Messenger's very own Head of Developer Partnerships discussing Guest Mode

Last month Facebook announced a major update to the Facebook Chat Plugin, a free tool that businesses can use to globally to connect with their customers.

I really can’t emphasize the point enough…this is a real brand to consumer communication game changer.

How so? Well, the latest update means your customers can talk to your business using Chat Plugin without logging into Facebook. It is essentially web messaging at scale. It has the potential to replace live chat, unifying all customer engagement into a single data source. A true CX professional’s dream. To find out more, here is Messenger's very own Head of Developer Partnerships - Martha O’Byrne-O’Reilly - discussing the business case of Guest Mode.

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Facebook Shops ups their e-commerce game 

The shift to online shopping was well underway prior to Covid-19, but this transition to digital has only radially sped up.

Back in May, Facebook moved swiftly to help small businesses meet this new(ish) consumer behaviour by launching Facebook Shops and committing to making it easier for people to buy and sell through their apps.   

While the rollout has been measured from Facebook from the start, it seems they're now ready to go all in when it comes to turning their suite of apps into powerful e-commerce channels. So what's new?

  • Broader access: In the coming weeks, all eligible business in the US will be able to utilize Facebook Shops.
  • Shopping tab: There is a new Shop tab in the mobile app to help customers discover businesses.
  • Customization: New design layouts, real-time previews, and better insights in the Commerce Manager.

As the pandemic continues to course a swifter transition away from brick and mortar and into digital, it looks like Facebook has committed to helping businesses navigate this change as well, truly becoming a game changer for marketers and CX professionals.


Instagram Checkout to expand to all US businesses 

Much in the same announcement that came last week regarding Facebook Shops, but deserving of its own focus nonetheless, Instagram will allow access for all eligible US businesses to implement Instagram Checkout in the coming weeks

This will allow customers to browse a catalog of products and make purchases without ever leaving the Instagram app. Facebook are also waiving the selling fees in an effort to help small businesses reduce costs as they grapple with the continuing pandemic and its implications on consumer behaviour. 

Likewise, Instagram Live Shopping is also being expanded to all businesses who use Instagram Checkout in the US.

And that’s it for another couple of weeks. As usual, you can carry on the conversation at @idohacohen. 

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