Gartner Research

Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Published: 03 August 2016

ID: G00313001

Analyst(s): Jenny Sussin

Summary

The use of consumer messaging apps for CRM is still in its infancy in North America and Europe. IT leaders looking to support customer service, digital commerce and marketing organizations in using consumer messaging apps can lean on three use cases to extract business value from messaging.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Increase Brand Recall With Consumer Messenger Advertisements
  • Deflect Support Costs by Solving Customer Issues Over Consumer Messaging Applications
  • Explore Ways to Generate New Business Using Consumer Messaging Apps for Digital Commerce

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