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For Customer Experience Professionals

The Best And Worst Of Customer Service Via Facebook Messenger

A Forrester Digital UX Review

November 15, 2017

Authors

Why Read This Report

As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound to notice — and ask you about it. To answer this question, we adapted Forrester's digital UX review methodology to evaluate 11 notable brands' customer service offerings via Facebook Messenger. This report highlights what they're doing well, what they're doing poorly, and recommends how to do it successfully at your organization.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Why Some Brands Offer Service Via Facebook Messenger
  • Of The 11 Brands We Reviewed, Some Get It Right
  • Recommendations

  • How To Offer Great Customer Service Through Facebook Messenger
  • Supplemental Material
  • Related Research Documents

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