Investing in chatbots can be beneficial beyond cost savings; they may help retain customers and close sales, highlighting the importance of aligning success metrics with business goals.
When chatbots engaged prospects effectively, the resulting sales showcased their true value, despite the expectation that they would merely reduce customer service calls.
It's essential to shift your channel mix by encouraging callers to use chat. This can increase the chatbot's utility and broaden interaction channels.
Careful management of chat quality is critical; poor digital support can drive customers back to calling, signaling a failure in the customer experience implementation.
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