You just landed on the homepage of a website you wanted to explore when, suddenly, someone pops out of nowhere wanting to “help” you. A chat box in the lower right-hand corner of the screen appears — “Hi, I’m Katie. How may I help you?” — accompanied by a picture of a cheerful person radiating pure (but slightly aggressive) helpfulness.
“Who is this woman, and why is she bothering me?” may be your go-to reaction. Or perhaps you think you did something horribly wrong, triggering the website to send emergency aid to put an end to your confusion.
In actuality, you’ve just encountered a valuable new customer service device that has become a favorite for both business owners and many customers alike. Live chats, chatbots and related messaging tools have enhanced the online shopping experience by opening new (speedy) channels of communication between buyer and seller. In parallel, text messaging has given
Article source: https://www.forbes.com/sites/forbesagencycouncil/2019/07/23/the-rise-of-live-chat-chatbots-and-text-message-marketing/
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