Customers Want Support Messaging and Self-Service Solutions
- 71% of customers expect brands to offer customer support messaging.
- Customers prefer self-service options over phone calls.
- Chatbots provide a solution for self-service support.
Customers Demand Convenient Support
A recent survey revealed that the majority of customers, 71%, now expect brands to have customer support messaging options available. This means that customers are looking for the convenience of easily contacting businesses via text-based platforms, such as chat or messaging apps. The traditional method of picking up the phone and waiting on hold is no longer the preferred option for many consumers.
Furthermore, the survey indicated that customers are more interested in self-service solutions rather than relying on customer service representatives for assistance. They prefer the ability to solve problems independently, at their own pace and convenience. This shift in customer behavior and expectations highlights the importance for brands to adapt and provide self-service options that meet these demands.
The Rise of Chatbots
Enter chatbots, the solution to provide self-service support to customers. Chatbots are computer programs designed to simulate conversations with human users and can help customers find answers or resolve issues without the need for human involvement. They can be seamlessly integrated into websites, messaging apps, and other platforms to assist customers in real-time.
By implementing chatbots, brands can meet the growing demand for self-service solutions and offer instant support to customers. Chatbots can quickly and efficiently provide information, troubleshoot common problems, and guide customers through processes. This not only improves the customer experience but also helps businesses reduce the workload on customer service representatives.
As Ben Sauer, a UX consultant, said, “Chatbots, if well-designed, can be a great tool to help users achieve their goals without needing to pick up the phone or send an email. They can provide a conversational interface that feels natural and familiar, making it easier for customers to get the help they need.”
This article highlights the changing expectations of customers when it comes to support and the rise of self-service solutions. Brands need to adapt to these demands and provide convenient support options like messaging and chatbots. By doing so, businesses can improve the overall customer experience and reduce the strain on their customer service teams.
Original article: https://blog.hubspot.com/service/customer-service-chatbots
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