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There’s nothing worse than knowing you are going to have to set aside time in your busy schedule to call a 1-800 number. It requires that you find time in your day. where you aren’t busy with work, kids, or anything else with no idea how long you’ll need to set aside to call customer service. That is why companies are working hard to create more automated AI services to work as a customer service solution for businesses.

Of those, social media are also getting on board as they try to provide bot functionality to businesses.

Twitter launches bot

Social media sites are constantly fighting to stay relevant because things can flip in an instant. Seeing the demise of Myspace and Blackberry show just how quickly people are willing to move on.

So that is why they are adding features that businesses and consumers love, including AI Chatbot technology. People are starting to use social media as one of their main sources of communicating with businesses for it’s ease. Rather than have to wait a day or two for answers, an immediate is now possible. For businesses, it is especially nice for redundant questions asking about day’s specials or store hours, which may have already been answered on posts.

Twitter launched its new bot feature today, however Facebook launched a similar system this spring indicating just how expansive the trend is. 

facebook-messanger-chatbot

Using bots for business texting

Your business knows the best way to communicate with customers is through a form that they are comfortable with. For some, that’s social media; for others, it is mobile. While people are moving further and further from phone calls to customer service reps, it is important that you have an easy alternative option in the event they need to communicate with you. Texting is available on nearly every mobile device, and it is available to almost any demographic you may be targeting. Not to mention it is the preferred communication method for millennials.

One of the reasons why customers like it so much is because texting allows them to send and receive clear information instead of worrying about something being lost in translation from say a bad connection or possible misunderstandings from an accent. As opposed to email, it is direct and to the point, and the information is usually sent and received within minutes. As a businesses, you can cut a lot of wasted time answering mundane questions and focus on improving the consumer experience.

SourceThe Verge

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