As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.
Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.
Chatbots spent a decade-plus as a technological sideline, nestling at the corner of websites, roaming the odd FAQ, inviting people to click with a hopeful link. They weren’t a big part of the customer experience. But now – suddenly – they’re everywhere.
If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.
You’ll no doubt have encountered chatbots in your day-to-day interactions with brands, financial institutions, or government organisations. You might not have realised it but chatbots can take many forms. Finding one that’s right for you involves knowing a little bit about how they work and what they can do.
Reduced stress, increased productivity and satisfied customers. Just some of the benefits of effective inbox management.
In the super-competitive world of retail, automation can make the difference between success and failure. Spend too much time on laborious returns or repetitive questions and you’ll have none left to focus on sales strategies and building your customer base. Automating important elements of your retail operation can free up your staff to do great things.
Select a region to show relevant information. This may change the language.
Back to blog
+27 (21) 180 2560
