Nowadays, customers have many choice in terms of the way that they communicate with brands and business. Although social media become very popular, customers don’t want to communicate on social network, where a message could get loss in a sea of comments.
Instant messaging enables users to have instant real-time communication with the business. Messaging is convenient, private, and informational. It is maturing into a viable communications tool for businesses and changing the way customers prefer to communicate with the brands. By adopting instant messaging technology, business could gain many benefits included saving time, man power, improving customer service and increase customer satisfaction. However, operating an instant messaging need to have live person monitor the messaging app all the time. Not anymore !!!
Chatbots come into play!
Chatbots are not here to replace customer service. They are here to enhance the customer service and make the customer feel even better. Nowadays, customers demand immediate attention to answer their questions. A Chatbot is ideal for companies who need to have a support system in place beyond the call center.