[Slideshare] Messaging vs Chat vs Texting: Battle for the Future of Customer Service

Text Battle MessagingConsumers love to communicate with each other over text channels and, according to recent studies, they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting.

As a result, the world of messaging remains very fragmented (especially when viewed globally). No one channel is dominant enough to make the other channels irrelevant. This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support.

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Learn about the battle for the future of customer service

On Thursday, November 29th at 2:00 PM ET/ 11:00 AM PT we are bringing together a panel of formidable industry experts to discuss how this battle will play out over the coming years. We’ll be tackling questions like whether SMS is a stop-gap till better messaging arrives or if it is here for the long haul and how companies should think about 3rd party messaging platforms.

Not only will you be treated to an engaging and informative debate, you will also have the opportunity to tap into the minds of the experts by tweeting your comments and questions to @fonolo with the hashtag #CSBattle.


Here’s a sneak peak at the slides!



We’ll talk about:

  • Impact of Messages on Customer Service
  • Importance of ChatWatch Now
  • Implications of Engaging through Text
  • Plus so Much More!

Who should attend:

  • VPs & Directors of Contact Centers
  • VPs & Directors of Customer Service
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience


The Panelists

Thomas Howe


Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures.

Twitter: @howethomas


Tobias GoebelTobias Goebel

Vice President Product Marketing

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing.

Twitter: @tpgoebel


Roland Selmer nexmo

Vice President Product

Roland Selmer is VP of CPaaS Product Management at Vonage. He leads product management for Nexmo, the Vonage API Platform. He has vast experience around building products for various startups and Telcos, mainly in the communications space.

Twitter : @rolandflyboy


Shai Berger


As a thought leader, innovator, and the CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Twitter: @shaiberger