Chatbots are a new channel that will give brands a new face. – Erwin van Lun
Vincent Ulmer, founder of BotBoys, tells us about customer service in China. That goes a lot further than a webcare team or Messenger chatbot! Chinese consumers have high demands. They determine how they are helped and companies have to adapt to that, otherwise they will lose the customer. Will that also be the case in the Netherlands in a few years? Vincent Ulmer thinks so: “Only those organizations that are able to take their target group seriously and serve their needs will survive the future.”
Where are chatbots headed? “Look, in the past you had the grocer. Grocery shopping was very personal, but not efficient,” he explains. “Supermarkets solved that last problem by offering a wide range, but the experience became less personal. Now we have the supermarket in an app on our phone and that is exactly the development we are seeing now: the scalable economy is being made personal c level executive list again. This is exactly what social messaging is bringing back into society.”
The scalable economy is being made personal again. This is exactly what social messaging is bringing back to society. – Vincent Ulmer
Social messaging makes connecting easier
It is important to realize that chatbots are there for the entire customer journey and not just for handling complaints. We have not yet fully realized this in the Netherlands. The threshold for calling a company is high for consumers. Messenger apps have a much lower threshold. If you focus on this as a company, you will come into contact with the customer much sooner. The conversations are also much more positive: customers will not only approach you with complaints, but also when they simply have a question. With a chatbot you can answer those questions 24/7 and in no time. Customer happy and you a better image!
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