Today, customers expect on-demand, instant access to answers. They want seamless escalation between channels and would prefer to self-serve if there’s an option to do so.
The recent surge in customer expectations - which might be attributed to the fast rate at which we can receive and consumer things – married with externals forces such as the Covid-19 pandemic and consequential staying at home, has driven the demand for self-service options.
But do you need a chatbot for your website?
A report by Gartner estimates that by 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.
This article explores the importance of including a chatbot in your customer service offering, its benefits and how it complements other key tools.
With chatbots estimated to have reached the early majority stage of the technology innovation curve, it is critical that in order to satisfy customers’ expectations and remain competitive in a time when customer service has never been more important, you consider a chatbot for your website.