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Our experience shows that bad Chat experiences result in lower satisfaction for subsequent Phone conversations, less customer willingness to consider upsell opportunities, and future customer avoidance of Chat because the customer distrusts Chat capabilities. (3)
They must be ready to cater to customer requests via phone, email, live chat, chatbots, instant messaging, and social media platforms. AI-powered chatbots handle routine inquiries with speed and accuracy, freeing up human agents to focus on more complex issues and providing round-the-clock support.
Zendesk, 2022) 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot. NICE inContact, 2018) Contact center performance drives both loyalty and churn.
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