Customer Messaging: Happy Customers, Better Results

This report will highlight the business value companies observe by using messaging in customer service activities. We’ll also illustrate several building blocks companies must put in place to reap maximum results from investing in messaging.

What is Messaging? Why Does It Matter for Your Business? For good or ill, “messaging” has become a primary way for people to interact with each other and with organizations of all kinds. In addition to text messaging, customers today have numerous messaging options. They can use in-app messaging to communicate with a company or other users. They can use widely adopted third-party messaging applications such as WeChat and WhatsApp. And they can use the messaging features of social media platforms such as Facebook or Twitter.

Findings from Aberdeen’s CEM Executive's Agenda 2017: A Data-Driven Approach to Delight Customers study show that 41% of organizations currently use messaging, as part of their channel mix, for customer service interactions. Both qualitative and quantitative data suggest that many more companies are actively considering adopting some type of messaging platform in the near future. Let’s take a closer look at what’s driving this move to messaging as a way to deliver top-notch service.