# Social Brand Messengers These Facebook Customer Service Tools Facilitate More Interaction By Laura McQuarrie | Published 2015-08-08 | Business Source: Trend Hunter, https://www.trendhunter.com/trends/facebook-customer-service References: [wersm](http://wersm.com/facebook-introduces-new-messaging-tools-for-customer-service/) & [facebook](https://www.facebook.com/business/news/pages-messaging-updates) Now that social media is usually one of the first places that consumers go to find out more about a particular brand, product or service, three new [Facebook](https://www.trendhunter.com/trends/meta-6) customer service tools are being launched on the platform to increase interaction with fans and drive commerce. As well as being able to reply with a comment with a direct message, consumers will also be able to message brands directly when they see an advertisement in their NewsFeed. Finally, on a brand page, the last Facebook feature will also display how likely a brand is to respond to a message, which gives consumers the confidence to reach out with a message and extra assurance that they will get a response. Since there are more than a billion people who visit Facebook Pages in order to get more information, these tools are valuable for brands looking to make the most of [social currency](https://www.trendhunter.com/trends/digital-fan-engagement). ## Trend Insights (Trend Hunter) - Score: 2.0/10 - Popularity: 31% | Activity: 21% | Freshness: 8% - Audience gender: 50% men, 50% women - Primary generations: Millennial - Top markets: North America ## Categories [Trend Hunter](https://www.trendhunter.com/trends) > [Business](https://www.trendhunter.com/business) > [Retail](https://www.trendhunter.com/retail) ## Key Themes ### What Makes This Trend Stand Out - **Increased Customer Interaction:** These Facebook customer service tools facilitate direct messaging and commenting to increase interaction with fans. - **Enhanced Advertisement Messaging:** Brands can now be messaged directly when consumers see an advertisement in their NewsFeed, allowing for more personalized interaction. - **Response Assurance:** The new feature on brand pages displays how likely a brand is to respond to a message, giving consumers confidence and assurance that they will receive a response. ### Sectors Adopting This - **Social Media Marketing:** Brands can utilize these tools to enhance their customer service and engagement on Facebook, gaining a competitive edge in the social media marketing industry. - **E-commerce:** By increasing interaction and response rates, these tools can drive commerce and boost sales for brands operating in the e-commerce industry. - **Consumer Research:** The ability for consumers to directly message brands and receive responses can be valuable for industries that rely on consumer research and feedback, such as market research and product development. ## Related on Trend Hunter - [Tech-Enhanced Marketing Tools](https://www.trendhunter.com/trends/sprout-socials.md) - [Social Media-Building Tools](https://www.trendhunter.com/trends/replymore.md) - [AI Advertisement Additions](https://www.trendhunter.com/trends/meta-6.md) - [Centralized Customer Support Platforms](https://www.trendhunter.com/trends/gorgias.md) - [Community-Focused Social Features](https://www.trendhunter.com/trends/community-chats.md) - [Marketing Social Advocacy Tools](https://www.trendhunter.com/trends/nut-tree.md) - [Engaging Customer Conversion Tools](https://www.trendhunter.com/trends/conversion-rates.md) - [Social Management Suites](https://www.trendhunter.com/trends/fb-aio.md) - [Intelligently Integrated Chatbots](https://www.trendhunter.com/trends/integrated-chatbot.md)