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🤖 Bots & Customer Support

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Customer support can make or break your company. If you ignore your customers, do so at your peril. T
 
September 21 · Issue #17 · View online
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Customer support can make or break your company. If you ignore your customers, do so at your peril. Treat them well and you’ve got a loyal following of promoters.
From my experience, supporting your customers is much harder than it seems. What’s more, it isn’t cheap to do well. We’ve needed to be timely, proactive, and most importantly, we’ve needed to solve their problems.
So how can we solve these problems faster & cheaper? Bots might be part of the answer.
While many of the bots I’ve come across have been clunky and artificial-sounding, they’re still better at some things than people are:
  • 🐇 Much faster. Searching for an answer, grabbing information, and displaying takes a person like me minutes. The same task takes a bot seconds (if not milliseconds).
  • 💵 Cheaper to run. People are expensive, and rightly so. We can make complex decisions and create a connection with the customer. While bots lack both of those qualities (for now) they are far, far cheaper.
In the blog post below, I’ve explored some of the ways bots are being introduced into live chat software. Plus I’ve taken a look at some data about what consumers think about these new assistants.
Jarratt

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?
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