With the rise of the mobile, always-on consumer, it is easier than ever for customers to demand immediate responsiveness from brands. Companies are expected to deliver fast, reliable customer service across channels and are under pressure to incorporate new tools and processes to engage with customers wherever they are.
Fielding messages into traditional help desks has historically resulted in longer wait times and a disorganized messaging experience for support representatives. Enter the chatbots. Chatbots assist in solving simple, quick-response needs, leaving more time for customer service representatives to focus on complex customer demands and high-touch interactions.
