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
With contributors:
Caleb Ewald , Daniel Hong , Erin Sellers , 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.

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