There is a common misconception that the use of chatbot automation for customer conversations can have a negative impact on customer experience. This could not be further from the truth.
Quick and easy to use, digital messaging is taking over from the phone and other channels and customers are more demanding than ever with these digital channels. They want simple, hassle-free, and efficient interactions with companies.
To deliver on customer expectations companies have had to embrace automation for operational efficiencies, which has led to some poor customer experiences that haven't been the fault of automation, but is more to do with the conversational design.
In a recent study by Userlike, 9% of respondents thought that companies should not use chatbots or automation. So it's clear that customer experience has to be front and centre when looking to implement chatbot automation.
So, how exactly can an automated chatbot deliver a good customer experience, especially if dealing with the difficult topic of collecting customer payments?
- The impact of messaging automation on customer experience
- How moving from command-based messaging to a conversational tone impacts the rate of engagement and conversation outcome.
- Giving customers the ability to engage out of hours and get what they need done without the need for an agent resource.
- Bridging the gap between messaging and your online capabilities and get both working together.
- Companies familiar with automation upsides have the upper hand over the ones that are still sceptical about it.
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