Trends Report

The Best And Worst Of Customer Service Via Facebook Messenger

A Forrester Digital UX Review

November 15th, 2017
Laura Naparstek, null
Laura Naparstek
Andrew Hogan, null
Andrew Hogan
With contributors:
David Truog , William Willsea , Shayna Neuburg


As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound to notice — and ask you about it. To answer this question, we adapted Forrester's digital UX review methodology to evaluate 11 notable brands' customer service offerings via Facebook Messenger. This report highlights what they're doing well, what they're doing poorly, and recommends how to do it successfully at your organization.

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.