Messaging platforms are a popular form of instant communication for many individuals and social media site Facebook is adding a new dimension to its messaging service by allowing users to send messages directly to businesses. The platform allows for messaging to occur in a business to customer model by allowing consumers to reach out directly to their favorite companies and receive instant replies to feedback, comments or questions.
Since many brands and companies have Facebook pages, it is a natural progression for Facebook to allow consumers to directly speak to these enterprises as they would to other Facebook users. Businesses can allow the function by adding a 'Page Plug-in' that lets users send messages to the company's inbox.
As brands grow more transparent with their consumers, opening up lines of communication through social media is an example of how companies can establish customer trust.