Forrester

Why Read This Report

With its ubiquity and simplicity, messaging can be a powerful tool for eBusiness professionals. They will find that the most effective uses of messaging will be to enhance other touchpoints by driving store traffic or notifying customers of important information. That said, messaging can be used to offer convenience to the consumer throughout their purchase journey whether they are deciding what to buy and where to buy or they need post-purchase customer support. eBusiness professionals should have a customer engagement strategy that includes mobile messaging, not simply an independent messaging strategy. They should design high-quality experiences end-to-end that go beyond the simple delivery of a message.