Instead of treating online and offline as two totally separate experiences, businesses need to think about them as one continuous experience. Right now, the person who pays for the fragmented and disconnected customer journey is the customer—and your company could lose business because of it.
If you want to create something that helps your organization grow and improves your customers’ experience, integrate bot development into your organization’s intelligent CX strategy.
Building empathy improves both customer trust and customer satisfaction—and techniques for building empathy in-person and on the phone are common in the customer service world. As a greater number of customers interact with brands by typing instead of talking, how do we translate those principles to chat?
