using chatbots to navigate customer care issues

Chatbots are revolutionizing the way people and companies interact. Communication between customer and company is becoming a more personalized experience for the former. Gone are the days when users have to pick up the phone and talk to a customer service rep or have that tediousness of searching every nook and cranny of a website to find something. In today’s digital age where speed is king, Chatbots are improving customer experience with a streamlined and personal touch.

mobile messaging platform

Let’s learn what chatbots are and what they’re doing for the future of marketing and customer interaction.

1. Chatbots are the new customer service rep

The big question is: what is a chatbot and how do they work? Chatbots are applications that talk with customers and perform basic tasks for them. Chatbots have become the new search button that answers questions posed by customers and even suggests items of interests for customers through the use of certain phrases. They basically converse with customers and cater to their preferences.

2. Chatbots are continually learning and doing multiple things.

With the use of artificial intelligence, Chatbots are ensuring that users have a customer experience that is entirely according to what customers want. Through conversations it has with users, chatbots adapt their content and responses depending on previous conversations with users. Chatbots today are multifaceted tools that can give updates weather, news, and even help people shop.

3. Who are using chatbots? What’s their use?

Companies such as Facebook and Viber are on the forefront of this venture. Their Chatbots are allowing their users to communicate directly with businesses that use their platform in order to cater to specific needs. It has become the newest marketing tool for companies since it allows them better interactions with customers. It makes it easier for companies to streamline their products and content towards what their customer wants because the customers are the ones directly providing the information through their interactions with Chatbots. Chatbots are also able to disseminate information to large user bases without the worry of people missing out. 4. Chatbots are now local

In the Philippines, Megamobile Inc. is one of the first companies to use Chatbots on both Facebook and Viber to interact with their user base as well as receive feedback in how to further improve their services. Through the use of chatbots, Megamobile is leading the way in terms of customer service and marketing in the digital age. Megamobile uses chatbots to give users the latest news and updates. It also gives users a platform to ask questions and provide feedback to make sure that Megamobile caters to the users’ preferences.

5. What’s next for chatbots?

Chatbots are the future of marketing and customer service. Companies are now able to take on grass roots marketing and service without spending a lot of manpower and resources through the help of Chatbots. It maximizes messaging apps which are some of the most used apps today and thus make it easier for companies to directly communicate with their targeted audiences. Customers themselves have it easier because they can use Chatbots to easily find what they specifically need just by typing a simple command or phrase and without the hassle of searching or talking to someone from customer support.

Chatbots are taking the idea of personal marketing and making it into a reality. All customers have to do is message a public account on Viber or on Facebook and have their needs and inquiries catered to in a fast and streamlined experience.

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