According to a Forrester research, “two-thirds of customers say valuing their time is the most important thing a company can do to provide good service."
Good customer service is proportional to the speed of the response time. Customers want answers now, else the next thing you would see is an escalation post on social media about your brand and services. And this is one of the reasons why chatbots are gaining popularity in businesses when it comes to serving customers. It makes self-service easy and effective. It connects the customer to the correct answer or resolution.
Chatbots can potentially improve the customer journey at different stages owing to their fast response time on frequently asked queries, seamless escalation process, and requesting human interventions.