Dive summary:

• Facebook introduced customer service through Facebook Chat, and it is aimed at small businesses.
• Allowing customer service through Facebook Chat eliminates the wait and automated menus involved with customer service phone calls.
• There are 12.8 million small businesses with a Facebook Page, and eight million of those Pages are active monthly.

From the article:

… Customer support chat is another way Facebook is trying to make it easier for small businesses to reach their customers…oh and spend money on its ad products. Enterprises have the resources to hire dedicated social marketers, but small business owners often end up tackling the challenge themselves. If they aren’t confident on how Pages or Promoted Posts work, they’re not going to invest time, energy, and marketing spend on them. …