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Elizabeth Mustillo, a confectioner in Mexico City, said the weirdest thing happened on Monday: Her phone started ringing with orders. He had to talk to his customers, not text them.
“This is madness,” said Miss Mustillo. “No one calls anymore.”
Ten years ago, customers would come to Miss Mustillo’s store with a drawing or clipping from a magazine that had the design they wanted for a cake. Today, he rarely meets his customers. They send photos of their cake designs via WhatsApp. They send money through a banking app. And when he’s done, he orders an Uber to deliver the finished product.
“Most of my clients don’t even have an email account anymore if they don’t work for a company,” Ms Mustillo said. “It’s all WhatsApp now.”
In Mexico, the print editions of many small-town newspapers cannot be afforded, so they publish them on Facebook instead. Political consultant Adrían Pascoe said this has left local governments without a physical outlet to make important announcements, so they too have switched to Facebook.
A municipality that Mr. Pascoe advises was unable to start new services on Monday because the site was closed. He said the announcement will be made on Wednesday, although Monday is best suited for Facebook traffic.
“Facebook has become the most powerful way to communicate,” Mr. Pascoe said. “It’s where you go when you want their audience.”
León David Pérez’s two companies, including Polimatía, which provides e-learning courses, rely on Facebook and Instagram to market their products to customers. The customer service department works at WhatsApp.
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