Trends Report

Brief: It's Time To Provide Customer Service Through Facebook Messenger

The Popular Messaging App Lets You Meet Your Customers On Their Turf

August 10th, 2016
Andrew Hogan, null
Andrew Hogan
With contributors:
John Dalton , Patti Freeman Evans , Meredith Cain , Kelly Price , William Willsea , Kara Hartig


One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped into the fray. Companies such as Everlane, Hyatt, KLM, and Sprint have started to provide customer support through Messenger. In this report, we lay out the reasons why this is a smart move and what customer experience (CX) pros should do about it.

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.