In a recent report to marketers, Forrester gave tips on how to engage with customers in direct messaging platforms.

With chat apps on the rise (and chatbots providing real-time help with big brands) you need to stay up to date in consumer expectations.

One of Forrester's recommendations stood out to me as a great place to start:

  • “Be human, helpful, and handy.” This, the report says, is in contrast with marketers’ traditional role of pushing “their offers in a traditional broadcast.” Instead, focus on two-way conversations that embody your brand’s value.

But don't just do this in chat apps. Make this your default way of being when communicating with anyone as a brand.

Forrester: Here are some ways marketers can adapt to messaging apps