Look for more creative ways that we'll evolve Messenger as a true Customer Care channel in 2018, but even more importantly, this is clearly where the industry is moving as it not only benefits the growth of the business, but frees up Customer Care agents to support the business in other, more productive ways. So the company is finally taking steps to declutter Messenger and "invest in massively simplifying and streamlining" its flagship communication app. David Marcus, who leads Messenger at Facebook, noted on a post that the company is aware of Messenger becoming "too cluttered" in the recent years.
"Over the last two years, we built a lot of capabilities to find the features that continue to set us apart", Marcus wrote in a blog. A lot of them have found their product market fit; some haven't. For businesses, Messenger will offer new features for customer care, which has become a major component of using Facebook for business. David Marcus, vice president of Messaging Products at Facebook, admitted that while the social media company was busy adding new features to the product, it had failed to restrain the clutter. But here's to hoping Facebook keeps its promise by the end of 2018.
Marcus's post expressed extra emphasis on visual messaging with video (especially with augmented reality), images, GIFs and stickers, so some of that streamlining is bound to show up in connection with these features. Over the past couple of years, we've seen Facebook pack Messenger with a bunch of different features, whether that's processing payments or playing games with friends.
"There were 17 billion video chats on Messenger for the year - two times as many as compared to 2016", he wrote.
Marketing Channel - Users can expect investments in rich messaging from companies through Messenger.
Facebook Messenger has an interesting history. Instead, Marcus says things are going to get "way more visual".