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The customer is the centre of the universe?

Chatbots. Their use in 2022.

The use of chatbots has become more widespread in recent years and the trend is for them to become a necessity for both consumers and businesses.

 

Chatbots offer customers to solve certain types of queries without waiting, when they choose to do so, and this helps to increase their customer satisfaction and their experience when dealing with different companies (customer journey / customer experience).

FCR (first contact resolution) is vital to achieve a good NPS score and turn users into brand ambassadors.

In addition, a well-designed chatbot can do an excellent job of gathering information before a call occurs. This practice helps provide a better customer experience by streamlining the process of answering a question or purchasing a product. The benefits also apply internally. Agents often have simple questions that a chatbot can answer as thoroughly as a manager.

 

For more complex questions and expert answers, person-to-person interaction is still the best way to go.

 

The use of chatbots has become more widespread in recent years and the trend is for them to become a necessity for both consumers and businesses. Chatbots offer customers to resolve certain types of queries without waiting, when they decide to do so, and this helps to increase their customer satisfaction and their experience when dealing with different companies (customer journey / customer experience). FCR (first contact resolution) is vital to achieve a good NPS score and turn users into brand ambassadors. At Essentiel Outsourcing we believe in the human touch in interactions: nothing can match the human relationship, empathy and assertiveness. Neither in more complex queries, where our managers make the difference, but a well-designed chatbot can do an excellent job of, for example, gathering information before the interaction with the manager. This practice helps provide a better customer experience by speeding up the process of answering a question or purchasing a product.

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