Consumers 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. Continue reading →