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Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp

Published October 2, 2020
Last updated January 6, 2022

IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational costs low, often with limited resources. We believe that the next digital disruptor IT leaders must harness for differentiated customer experience is asynchronous messaging.

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

Forrester’s The Case For Asynchronous Messaging: Apple Business Chat, Facebook Messenger, WhatsApp examines the ways that companies currently use asynchronous messaging and shows business leaders what they need to do to make this communication channel a customer favorite.