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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today
Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...
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Report The Best And Worst Of Customer Service Via Facebook Messenger
A Forrester Digital UX Review
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...
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Report Brief: It's Time To Provide Customer Service Through Facebook Messenger
The Popular Messaging App Lets You Meet Your Customers On Their Turf
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...
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Report Brief: It's Time To Provide Customer Service Through Facebook Messenger
The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out
One out of every nine people on the planet uses Facebook Messenger in a given month. While the lion's share of that usage includes communication between friends and families, a few brands have...
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