When Karen Korr wanted to change part of her European itinerary, she didn’t call Travelocity, her online travel agency. She didn’t send an email or a text message, either.
Instead, Korr, who works for a nonprofit organization in San Diego, clicked on Travelocity’s Facebook page. She sent the company an instant message. She asked whether she could make arrangements to stay in Lagos, Portugal, for a few extra days. “Can Facebook Messenger help travelers get better service?”