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ON-DEMAND WEBINAR
Benchmarking Your Facebook Messenger Customer Support
Original Broadcast Date: June 29th, 2017
Ian Jacobs
VP, Research Director
Andrew Hogan
Principal Analyst
Laura Naparstek
Researcher
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Description
AD&D professionals working on new digital experiences for customer service should have an answer when their executive teams ask, "Who does customer service well via Facebook Messenger?" To answer that question, Forrester has adapted its Digital User Experience Review methodology to evaluate the customer service offerings on Facebook Messenger from 11 notable brands. This webinar highlights what those brands are doing well, what they're doing poorly, and recommendations for how to successfully execute quality customer service on Facebook Messenger.
Key takeaways:
- Understand why the best customer service offerings via Facebook Messenger follow the basic tenants of delivering good customer service through any channel.
- Learn how to avoid brands’ biggest challenges on Facebook Messenger.
- Learn how to decide if Facebook Messenger will work as a service channel for your company, and what you’ll need to consider before implementing it.
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