During my master's program I advised a startup media company on their user acquisition, contact and service. This involved facilitating research into their customer base and translating findings in to Customer Journey Maps and business proposals. One key finding was that Surinamese people strongly ssociated the internet with Facebook. At the time there was also a plan to invest heavily into building an advanced website.  Because of the research into the customer base it was then decided to move customer acquisition and service to Facebook. This resulted in Green Dot saving thousands of US dollars in building a website that probably wouldn't even get used that much. Current plans are to incorporate account management into the Facebook Customer Experience through tools like chat bots (as seen below).