OneReach was recently featured in the Forrester report “Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy.” We are honored to have been included and are in agreement with all of their findings.
What we liked about the report is that it acknowledged the prevalence of text messaging and its importance in an omnichannel strategy. It also addressed the importance of incorporating interactive text into your channel mix, as well as some key challenges that text chat faces.
As we’ve covered before and as this report ably does, texting is great way to engage customers on a channel they already use. Forrester research has found that 77% of online consumers who use a cell phone send or receive text messages at least monthly or more.
Again, we are very honored to have been included in this report and hope to be considered for future ones if the situation allows.