Customer Service Messaging

Dos and Don’ts

The stats are staggering—1.3 billion users on Facebook Messenger, which continues to add 100M users every 5-6 months. According to CTIA, 1.5 trillion text messages were sent in 2017 alone. By 2020, ~50 million consumers will opt in to receive business SMS!

While consumer messaging is mainstream in C2C (consumer-to-consumer) communications, the medium is also becoming popular for B2C and B2B interactions, including for customer service. However, customer service messaging is a relatively new domain where the dos and don’ts for its success are just starting to emerge. Here are some best practices, based on our experience with blue-chip clients in providing digital customer service at scale.

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