By enabling customers to communicate with organizations through text message or SMS, conversational messaging technology…
Why chatbots won’t replace conversational messaging [Video]
By now, there’s a good chance you’ve had a conversation with a robot. More companies are leveraging chatbots to handle simple online customer questions and exchanges. While these tools will continue to play a large role, they won’t replace conversational messaging.
Chatbots are a fast, effective way to direct basic consumer inquiries. For example, a customer who wants to find store locations can do so by entering that question in the chat box. Something that straightforward doesn’t require human input.
However, customers who have a dispute, need subjective advice or seek human support can’t do so with a chatbot. Instead, these users should turn to a live customer service agent through a messaging platform. That’s exactly what conversational messaging supplies.
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