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| Updated: May 19, 2021

Endnotes

[1] Anderson, Meghan Keaney. “Why We’re Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <https://blog.hubspot.com/marketing/messaging-apps>.
[2] Ibid
[3] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[4] Anderson, Meghan Keaney. “Why We’re Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <https://blog.hubspot.com/marketing/messaging-apps>.
[5] Ibid
[6] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[7] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[8] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[9] Anderson, Meghan Keaney. “Why We’re Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <https://blog.hubspot.com/marketing/messaging-apps>.
[10] Kosoff, Maya. “This Chinese Messaging App Is Taking the Country by Storm – and Facebook Should Pay Attention.” Business Insider. Business Insider, Inc., 10 Aug. 2015. Web. 10 Feb. 2016. <https://www.businessinsider.com/wechat-why-it-dominates-china-2015-8>.
[11] Anderson, Meghan Keaney. “Why We’re Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <https://blog.hubspot.com/marketing/messaging-apps>.
[12] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[13] Anderson, Meghan Keaney. “Why We’re Thinking About Messaging Apps All Wrong.” HubSpot Marketing Blog. HubSpot, Inc., 9 Feb. 2016. Web. 10 Feb. 2016. <https://blog.hubspot.com/marketing/messaging-apps>.
[14] “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
[15] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[16] “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
[17] “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
[18] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[19] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[20] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[21] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[22] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[23] “10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[24] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[25] “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
[26] “10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[27] “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
[28] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[29] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[30] “10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[31] “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
[32] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[33] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[34] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[35] “6 Ways to Enhance Customer Support with IM.” ClickDesk. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
[36] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[37] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[38] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[39] Ibid
[40] “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
[41] “6 Ways to Enhance Customer Support with IM.” ClickDesk. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
[42] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[43] “6 Ways to Enhance Customer Support with IM.” ClickDesk. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
[44] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[45] Patil, Arun. “North America Text Analytics Market Is Expected to Reach a Value of $1,995.8 Million by 2019 According to New Research Report.” WhaTech. WhaTech, 21 Oct. 2015. Web. 11 Nov. 2015. <https://www.whatech.com/market-research/it/102919-north-america-text-analytics-market-is-expected-to-reach-a-value-of-1-995-8-million-by-2019-according-to-new-research-report>.
[46] “6 Ways to Enhance Customer Support with IM.” ClickDesk. ClickDesk, 22 Feb. 2012. Web. 10 Feb. 2016. <https://www.clickdesk.com/blog/6-ways-to-enhance-customer-support-with-im/>.
[47] Charlton, Graham. “Consumers Prefer Live Chat for Customer Service: Stats.” Econsultancy. Econsultancy.com Limited, 25 Nov. 2013. Web. 10 Feb. 2016. <https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats#i.1w3j4c4ug0fjp1>.
[48] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.
[49] “Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction.” Zendesk. Zendesk, 20 May 2015. Web. 10 Feb. 2016. <https://www.zendesk.com/company/press/zendesk-benchmark-live-chat-drives-highest-customer-satisfaction/>.
[50] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[51] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[52] “Training Your Customer Support Team to Boost Chat Sales.” TELUS International. TELUS International, 03 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/training-your-customer-support-team-to-boost-chat-sales/>.
[53] Ibid
[54] “ʻChat Etiquetteʼ for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.
[55] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[56] Morgan, Blake. “5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool.” Forbes. Forbes Magazine, 1 Feb. 2016. Web. 10 Feb. 2016. <https://www.forbes.com/sites/blakemorgan/2016/02/01/5-ways-to-turn-facebook-messenger-into-your-best-customer-service-tool/#471efced5d9e>.
[57] “ʻChat Etiquetteʼ for Better Digital Customer Service.” TELUS International. TELUS International, 08 July 2015. Web. 10 Feb. 2016. <https://www.telusinternational.com/articles/chat-etiquette-for-better-digital-customer-service/>.
[58] ” 10 Trends in Customer Care 2015.” WDS. WDS, 15 Feb. 2015. Web. 10 Feb. 2016. <https://www.wds.co/10-trends-2015/>.
[59] Ibid
[60] Brook, Paul. “Messaging: A New Age for Customer Service.” LivePerson Connected Customer Blog. LivePerson, Inc., 24 Mar. 2015. Web. 10 Feb. 2016. <https://www.liveperson.com/connected-customer/posts/messaging-new-age-customer-service>.

 

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