Skip to main content

Save or Share this Report


Asynchronous Chat: The Role of Messaging And Third-Party Platforms In Customer Service

October 6, 2020


Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat (ABC), Google Business Messaging, Facebook Messenger, and WhatsApp, but only a small number of brands offer service on these platforms, while a growing number are piloting service. While these are the fastest-growing message channels, SMS still reigns by volume. Join us to find out why third-party platforms have evolved from nice-to-have to need-to-have in contact centers during the pandemic.

Key takeaways:

  • The roles that mobile messaging or SMS play in customer service and the benefits they provide
  • Why customers prefer asynchronous chat
  • How COVID has accelerated both brands’ and customers’ use of third-party messaging platforms for customer service
  • The success brands have seen on third-party messaging platforms
  • How your customer service solutions can help you get started

Target audience level: intermediate

Vendors mentioned: Conversocial, eGain, Khoros, LivePerson, Quiq, Twilio, & Vonage

Get Access

Already a Client?

Log in to access this webinar.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.

Contact us to learn more.

Purchase Webinar

Price: $ 300.00(USD)


Webinar FAQs

See the Webinar FAQs for answers to technical and other Webinar questions.