Summary
Brands constantly add new devices, channels, and platforms to their portfolio of digital experiences to give consumers choice and improve overall experiences. SMS and third-party messaging platforms serve these goals well. The COVID-19 pandemic has elevated the urgency of both, giving consumers more channel choices and improving the efficiency or lowering the cost of customer service through contact centers. This report describes why and how enterprises should incorporate SMS into their customer service strategy.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).