In today’s online world, your customer’s attention is shifting to the mobile screen. In this fast-moving world, people value every micro-second of their life. Time is the key asset! Creating services to save people’s precious time is the key differentiator to stand out in today’s ever changing market. Today’s technology allows companies to create online services that make the customer’s transaction easy and are huge time savers. Examples are the online retail shop Pic Nic with home delivery, KLM on Messenger for instant Flight Information or 1-800 Flowers with their online flower shopping service.
People are getting used to communicate with a computer program that simulates conversation with human users over the Internet, also known as chatbots. Chat apps like Messenger have grown significantly in number of users, now exceeding the number of people using social media. The introduction of Chatbots for Messenger last year by Facebook allows more companies to use chatbots for customer care. Chatbots can improve customer care for people who prefer this channel over telephone. Chatbots enable companies to deliver customer support 24/7. Bots also have communication features to create a unique customer experience by using visuals, audio and who knows VR in the near future. Although we are still at an early stage in this chatbot era, more companies are using these chatbots for new services. Companies that integrate bots in a smart way to improve their online services will have a huge competitive advantage by building a unique customer experience that is available 24/7.