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Changing the Customer Service Conversation

Superior customer service has always been at the forefront of any brand’s strategy; yet today, those that are able to provide an outstanding experience for the consumer seem to be in the minority.

Today’s customers want more than the traditional one-sided transaction; they want a two-way interaction. They want to connect and engage with their brands. Enterprises that are doing this effectively are already discovering the merits of a personal, actionable conversation through higher profit margins and an increased rate of loyalty and, by extension, advocacy.

Changing the Customer Service Conversation

Modern consumers desire a personalized, proactive conversation with brands and businesses. Being personal is to humanize an interaction, and being proactive means to be contextually aware of a consumer in real-time.

These two factors combined create an engaging interaction between consumer and brand. And as many enterprises are now discovering, the humanization element can be achieved with the use of bots.

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Simply put, bots are an automated program that can run on innumerable channels, devices and apps, which means that a bot can be wherever the customer is, anytime, anywhere.

Through the use of API-based cloud services, bots are breaking down barriers the world over. Bots can reduce overhead, increase workflow, and most important of all, automate the customer service experience in a way that is less expensive and simpler than other methods. For example, SnatchBot’s “no coding required” approach means that you don’t have to be a developer to build and deploy a bot of your own, and it’s totally free to get started.

Delivering an excellent customer experience has, historically, been no simple task. One-way service channels tend to be frustrating and time-consuming.

Bots use contextual awareness to respond to customer inquiries in a way that gets answers quickly and efficiently. Bots eliminate the need for lengthy hold times on a phone or waiting for an email reply. Bots can reduce development costs and shrink development cycles from months to weeks, or even less.

Bots are capable of much more than most people are aware, and new use cases are emerging daily that demonstrate their value across several industries.

A number of markets have already seen, and continue to see, dramatic benefits from the use of bots in customer service. Here are just a few examples: