Customer behavior shifted dramatically as the pandemic pushed people toward digital channels for all their social and business interactions. Social messaging’s popularity grew faster than any other digital channel, completely transforming how customers interact with brands.

This guide describes four ways customer care teams can adopt messaging as a service channel to improve the experience for their customers and employees:

  1. Don’t make customers wait on hold
  2. Deliver round-the-clock service without round-the-clock staff
  3. Resolve problems quicker with rich media
  4. Cut out the need for frustrating repetition