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).
Purchase