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Forrester Report: Popular Third-party Messaging Platforms For Customer Service

Learn how customer service organizations are adapting to increasingly connected consumers who want to engage with brands through their favorite channels

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How to borrow moments to serve your customers where they already are.

Customer service organizations are adapting to increasingly connected consumers who want to engage with brands the same way they do with their friends and family - through their favorite channels.

While consumers have embraced platforms like Apple Business Chat (ABC), Google's Business Messages, and WhatsApp, organizations are still playing catch-up. Only a minority are serving consumers on the channels that they prefer.

Written by Forrester’s Julie Ask and Ian Jacobs, read this report to learn why third-party messaging platforms have evolved from nice-to-have to need-to-have in contact centers during the pandemic and beyond.

  • Are you future-ready? How changing consumer behavior is driving the need to connect on the channels of their choice.
  • A look at the strengths and weaknesses of the messaging platforms offering new opportunities to contact centers.
  • Recommendations on how to pursue a measured, agile approach to adopting chat and messaging platforms.