Last week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication.
What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service. Twitter quietly made this move a few months ago, too. What does it mean? Are these fee structures really there to earn revenue or to incent certain behavior? Will Apple follow suit?