Trends Report

Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy

Text Messaging Is The "Non-App" Application For Customer Service

September 1st, 2015
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Julie Ask , Danielle Jessee , Tyler Thurston


Application development and delivery (AD&D) professionals face a distinct challenge serving the increasingly mobile customer. Getting consumers to download, install, and regularly use mobile applications is a challenge. The pervasiveness and familiarity of text messaging makes it an ideal channel to win, serve, and retain customers who require assistance from a contact center agent. This report looks at text chat in the context of other support channels, types of technology solutions available, and the challenges AD&D professionals face to effectively weave it into the broader mix of omnichannel customer service and support technologies in their enterprise.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.