It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever before (email, Twitter, even Snapchat), but one of the most new and exciting advancements is chatbots.
If you’re a business owner, there might be two tools you are not utilizing that can increase your ROI. Those tools are live chat and text messages. Why should you even think about using live chat and text messages? Let’s look at this information from Econsultancy and Valpak.
In the business world, the ability to utilize and offer intelligent automation solutions is a crucial part of continued growth. In the contact center environment, introducing alternative channels like text and chat can lower costs while providing customers with a range of options. Over the past few years, mobile apps have become a prevalent fixture in innovative business technology, but using this type of platform can be expensive.
Customer service is more important today than at any point in recent history. Multiple studies, such as one by American Express in 2012, indicate that consumers are increasingly valuing companies that provide exceptional customer service. Companies have been progressively integrating technology (such as smartphone and computers) into their customer service strategy, often with varying levels of success.