Trends Report

The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp

Just Supporting Web And Mobile Chat Is A Missed Opportunity

July 23rd, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Julie Ask, null
Julie Ask
With contributors:
Daniel Hong , Erin Sellers , Caleb Ewald , Hailey Colin , Rachel Birrell

Summary

Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This report examines the ways that brands currently use asynchronous messaging and shows customer service leaders what they need to do to make this communication channel a customer favorite.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.