Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

Use Popular Third-Party Messaging Platforms For Customer Service

How To Borrow Moments To Serve Your Customers Where They Already Are

January 20, 2021


Why Read This Report

Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat (ABC), Google's Business Messages, Messenger, and WhatsApp, but only a minority of brands offer service on these platforms, while a growing number are piloting service. Customer service leaders should read this report to learn why third-party platforms have evolved from nice-to-have to need-to-have in contact centers during the pandemic.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Firms Must Connect With Consumers On Their Channel Of Choice
  • Messaging Platforms Offer New Opportunities In The US
  • Recommendations

  • Pursue A Measured, Agile Approach To Adopting Chat Platforms
  • Supplemental Material
  • Related Research Documents

Recommended Research