These days Facebook Messenger for business is just as important as having an email address and a phone number. Email scores second place with 24% preferring that medium. Around 33% report chat is their favorite way to communicate with businesses.

According to a recent study, social messaging is the preferred customer service channel for American consumers. The convenience is so appealing that consumers want to talk to businesses using chat. About 38% of people aged 41 to 56 have done the same. Even older Americans are getting on board. Sixty percent of Americans age 40 and below have used social media messaging services for customer service. Some of the new features are selfie stickers/emojis, virtual rooms up to 50 people, watch together, and vanish mode, where messages to automatically disappear after they’re seen (aka Snapchat).Using social media platforms, like Facebook Messenger, to communicate with customers is a trend that is here to stay. Over the past six months, Messenger has released more than 10 new features for users to stay close to their friends when they can’t be together in person. “Our new logo reflects a shift to the future of messaging, a more dynamic, fun, and integrated way to stay connected to the people you’re close to.” Stan Chudnovsky, VP of Messenger

The new look, which replaces the solid blue with a blue-to-pink gradient, like Instagram, also represents the evolution of the Messenger app from a messaging app to a place to hang out and have fun. The merge will also bring Messenger features to Instagram, including replying to a specific message, forwarding messages, and customizing chat backgrounds.

The Messenger + Instagram integration will allow users to communicate across apps without the need of downloading both. Facebook has revealed a new colorful look for its Messenger app as part of its merging with Instagram messaging.

Messenger icon on facebook