People got used to make online shopping whenever it is convenient for them and expect to receive fast and efficient customer service. According to the State of Chatbots Report, 2018 55% of respondents say they would most enjoy getting an instant response and answers to simple questions from a chatbot. This allows them get an immediate answer instead of looking for it in a knowledge base. And still 43% of people prefer to deal with a real-life assistant than a chatbot. Let us try understand why this happens and what are advantages and disadvantages of chatbots. […]
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.