BizSugar.com › Social Media › Using Facebook Messenger for Customer Service [podcast]

Earlier this year, Zendesk, a cloud-based customer support platform, and Facebook announced a partnership allowing businesses to engage their customers via Facebook Messenger. Companies can send order information and interact with their customers on Facebook Messenger, via an integration with Zendesk’s Zopim Chat product.
Adrian McDermott, Senior Vice President of Product Development for Zendesk, shares with us how using Facebook Messenger for customer service can help create more successful support experiences. But only if companies don’t abuse the privilege of using a channel originally meant for friends and family. (This transcript has been edited for publication. To hear audio of the full interview, click on the audio player at the end of this article.)