Use chatbots, automation and social media to offer satisfying CX

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 17, 2021, 1:16 PM UTC

According to Microsoft, customer service is important for 90% of American customers when contemplating purchases. 

With effective messaging on social media platforms, marketers can ensure a seamless customer experience. For example, use social media profiles to inform consumers when they can contact brands and alternatives ways to contact the business beyond working hours.

Use SMS, email and chatbots to ensure quick and easy responses. Additionally, personalise chatbots by training them with conversation sets that tackle a variety of emotional situations. Brands can use natural language processors for chatbots to seem friendly and human. Along with chatbots, brands should also use platforms like HubSpot to offer live chat options for customers who value human interactions.

Keeping track of customer data and recording customer interaction history can help make every subsequent customer interaction easier and efficient.  Consider allotting tasks like sending out customer emails and handling returns to marketing automation software. Automation enables the team to focus on pressing matters like dealing with inquiries.

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