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


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


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

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