Human chat agents are crucial for building customer relationships

New Ideas in MarketingEssential news for marketers, summarised by YouGov
August 26, 2021, 5:00 PM UTC

The pandemic has made consumers yearn for human connection, something that AI-powered chatbots cannot provide.

While using chatbots is a scalable and cost-effective solution for businesses to offer customer service, they fall short of completely replacing a personalised, human connection. Instead, brands should offer live chat options where customers can converse with human agents. Similarly, personalise CTAs on websites instead of using standard texts.

When responding to queries from customers, be honest about how the brand can solve the consumers’ problems. In case the product or service cannot resolve the specific issue at hand, offer alternate solutions.

This helps position the brand as an enterprise that wants to help people, not just sell its products. Similarly, incorporate a Q&A session in webinars to tend to questions from the audience and gather feedback from viewers to improve subsequent live sessions.

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