Gartner Research

Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Published: 17 October 2017

ID: G00324823

Analyst(s): Guneet Bharaj , Jenny Sussin


Consumer messaging apps enable organizations to engage with customers in a private, one-to-one environment. Application leaders supporting customer experience can propose the use of consumer messaging apps for CRM as a way to resolve customer issues and personalize experiences.

Table Of Contents
  • Key Challenges



  • Expand Your Organization's Footprint and Help Marketers Increase Customer Engagement Through Messaging Apps
  • Deflect Support Costs by Providing Self-Service and Assisted Service to Customers
  • Understand Customers Better and Explore Ways to Generate New Business Using Consumer Messaging Apps for Digital Commerce

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