Guide to Business Success Strategies A 2008 survey showed that 68% of people are willing to pay more for a product if the company selling it has good customer service. The same survey also brought to light an even more important point: criticism of customer service is strongly correlated to business revenue.

The marketers digital are getting more and more in the multi-media customer service. This allows customers to contact them in many ways.

Instant customer service Instant chat: Most consumers prefer to be helped by experts directly on the site. A Zendesk poll even showed that instant chat gets 92% satisfaction . However, the same survey found that the demand for instant chat drops sharply before 10 a.m. and after 3 p.m. It is therefore not a cost-effective solution for 24-hour customer service.

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Self service FAQs: self-service guides are the least satisfying for customers. However, they only have a one-time cost and therefore offer an alternative service which does not require paying employees for this task in the long term. Automatic customer service Machine Learning has enabled companies to free themselves from certain tasks by entrusting them to specialized programs. However, Artificial Intelligence does not yet produce reliable responses to specific requests. The 2018 Customer Expectation Report published by Glably suggests that 50% of chatbot users were not satisfied with it .


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Last-modified: 2020-03-23 (月) 13:47:50 (249d)