A partnership with Zendesk’s connects shoppers in the checkout process in online stores with customer service through Facebook Messenger, where the live chat is hosted and requests managed. This integration will provide airlines, hotels, and booking sites the ability to manage customer inquiries in a direct message that is more timely and personalized. In addition, it unifies the customer’s online and social identity. There are 600 million monthly active users on Facebook Messenger, and brands are trained to be where the users are. Daniel Moriarty, director of social strategy at Hyatt Hotels & Resorts said, “Technology developments like Facebook Messenger provide more opportunities to build on the real-time, 24/7 model we have already established to allow our colleagues to lend a helping hand, pass on useful information or create better, more personalized experiences for our guests worldwide.” Get the full story at Skift and The Huffington Post