Trends Report

The Best And Worst Of Customer Service Via Facebook Messenger

A Forrester Digital UX Review

November 15th, 2017
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Laura Naparstek, null
Laura Naparstek
Andrew Hogan, null
Andrew Hogan
With contributors:
David Truog , William Willsea , Shayna Neuburg

Summary

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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