Gartner Research

How Consumer Messaging Apps Are Being Used for CRM

Published: 13 June 2016

ID: G00307455

Analyst(s): Michael Maoz , Kensuke Kawabe , Jenny Sussin , Sandy Shen

Summary

Consumer messaging apps have become increasingly popular with the ubiquity of smartphone ownership and customers' desire to bring social interactions back to private channels. IT leaders supporting CRM should consider using these apps for customer service, digital commerce and marketing.

Table Of Contents

Analysis

  • Facebook Messenger
  • Kik
  • Line
  • Snapchat
  • Twitter Direct Message
  • WeChat

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.