Speaking of chatbots, they can be deployed in multiple channels - online, company apps, messaging apps - to provide support. Users can speak or type commands that will prompt chatbots to perform tasks like ordering pizza or providing order status. Our benchmark research shows chatbots are gaining acceptance, but consumers want them to get smarter before they will use them regularly.
Did you know six of the top ten global apps are messaging apps? Messaging apps like Facebook Messenger and WhatsApp are hugely successful and organizations that want to be where their customers are use them for customer service. Taking it a step further, businesses can add a chatbot to create a new digital experience for their customers.
When customers comment about their issues on a company’s Facebook posts or Tweet about service failures, customer-centric organizations respond or risk a public flogging. That's likely why 72% of businesses* include social media in their customer service mix. The interesting thing is that neither customers nor businesses like using social media for customer service. It seems to be a necessary evil.
Video chat support is poised to offer new digital experiences to consumers. Although not commonly used yet, advances in smartphone video capabilities paired with the rollout of 5G just might give video chat a needed jumpstart. Video chat not only creates more personal conversations, but it enables agents to be able to see what the customer is having trouble with, like attaching cables to new hardware.