Messaging might feel ambitious now, but 69% of consumers are using messaging channels for customer service, here is how to get started. While a rich, modern messaging experience is a technical reality ...

We caught up with Freshworks Mukesh Mirchandani to hear his thoughts on the potential of messaging in customer service in this latest DX Leaders interview. Text messaging has become an everyday form ...

Texting provides the opportunity for an ongoing conversation even when the customer is on the go. Messaging allows a conversation to be nearly as real-time as a voice call and allows for a lot more ...

Third-party messaging platforms have evolved from nice-to-have to need-to-have capabilities for customer service organizations, advises Forrester Research analyst Julie Ask in a report titled “Using ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...