Trends Report

Use Popular Third-Party Messaging Platforms For Customer Service

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

January 20th, 2021
Julie Ask, null
Julie Ask
With contributors:
Stephen Powers , Kate Leggett , Daniel Hong , Sarah Dawson , Art Schoeller , Hailey Colin , Peggy Dostie


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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