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Facebook recently announced that businesses will be able to send consumers promotional messages through Facebook Messenger. More recently, we’ve seen announcements from Apple and Google announcing new investments in chat platforms such as iMessage and Allo. Why all of the buzz? Because chat technology–and chat bots in particular–present major opportunities for companies to upsell shoppers.
… great value from the chat bot trend and help solidify the technology as a key part of the customer-service experience, but only if they get it right the first time. In the world of customer service, second chances are no guarantee. Scott Horn is the chief marketing officer at customer acquisition and engagement provider 7. Image courtesy of Shutterstock. …
… Social customer service is recognized as one of the slowest ways for customers to have their complaints resolved. However, customers keep using it, so it’s best to pay attention to those customers. A report from 7, an omnichannel customer service platform, examines what customers expect of customer service, and examines where…