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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

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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.

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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

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