Chatbots news
Should More Companies Embrace Digital Self-Service?
Image sourced from Sourceforge. Counter to the tired comedy tropes about customers wishing they could “just speak to an actual human being”, most people would actually rather solve queries and problems themselves. In fact, research shows that more than two-thirds of customers prefer self-service over talking to a customer representative. That is, of course, assuming that they are enabled to effectively self-serve. COVID-19 has only accelerated that desire, taking self-service from a nice extra to a must-have. For obvious reasons, many people would rather help themselves via channels such as WhatsApp and social media chatbots than have to come into close contact with an assistant in a shop, branch, or office. Fortunately, with the emergence of intelligent digital experts, customers no longe...
