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• Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp

  Just Supporting Web And Mobile Chat Is A Missed Opportunity

  July 23, 2020 | Julie Ask, Ian Jacobs

  Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...

• Report Four Steps To Add Social Media To Your Marketing Strategy

  Roadmap: The Social Marketing Playbook

  July 2, 2020 | Jessica Liu, Melissa Parrish

  When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...

• Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today

  January 30, 2019 | Ian Jacobs, Julie Ask, Andrew Hogan

  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...