The contemporary world is based on connections. Globalisation, technology, and social media have reduced if not removed the barriers of the previous century. Social media is being used not only to stay connected, but also as a marketing tool. Brands, today, are going a step further and are now delving into social commerce to improve their bottom line.



It is common knowledge that the popularity of a product is not limited to the product itself. While putting a decent product on the table is a prerequisite, marketing of the product has its fair share in its popularity. What makes the product and its brand stick with people, however, is the customer service. It is helpful throughout the cycle of a product, right from its conception to its demise. Customer service helps brands in making sales, resolving issues and even coming up with new products.



Over the years, Facebook Messenger has become a potent force in the field of marketing. Thousands of businesses use Messenger each day to drive growth and engagement. According to Facebook, there are over 300,000 active bots on Messenger and over 8 billion messages are exchanged between brands and their customers each month. This goes to show the growing importance of Messenger in connecting people with their brands of choice. Facebook has always prided itself on forging connections with people and has taken this to another level with its new feature.