In a multichannel world, people have endless ways to interact with brands, whether offline in physical stores, online on websites or through mobile devices Through Apps more channels instant messaging,
In terms of customer experience, according to a study by Boston Consulting Group, interviewing 6,000 consumers, it was found that Millennials and Generation Z Prefer to Be Helped by Virtual Agents (or .) chatbots) than people.
For these generations, and for young people who don’t know the world without technologybefore Autonomy in your buying process. They like to be in control of themselves, from searching for a product and making purchase transactions to receiving it at the preferred address and providing their own conclusion (review) about it.
“This trend can be seen in supermarkets. The younger generation prefers to use self-service checkout and quick-scan kiosks, To stand in line and serve the people. They prefer to try to solve their doubts and problems independently and if they need help, they prefer to contact with chatbots and brands via WhatsApp instead of calling on the phone”, he said. telling. James Navarro, GUS CEO.
Chatbot. (Photo: Prosegur)
The Mordor Intelligence report highlights that, Due to the increasing use of messaging applications, the integration of chatbots in them generates a higher return on investment, as it improves the user experience. Also, it saves the chat history, which can be useful for future purposes.
in companies Latin America They have already integrated virtual assistants into their marketing and customer service strategies in order to interact better and faster with their users, as chatbots connect to various data sources via APIs to provide on-demand information and services. can join.
This has turned them into conversational companies, able to connect with their customers through channels like WhatsApp, The most used instant messaging application in history, with over 2 billion users in the world.
A virtual assistant, today’s most effective automated solution
In Europe and the United Kingdom, more and more companies are investing in automation solutions that, on the one hand, provide more efficient customer service, and, on the other hand, have to devote their resources to training their employees to solve more complex problems. allow to dedicate.
Faced with this growing trend, and with the ever-different demands from the user, the devices of now artificial intelligence are able to communicate around the world Clone voices walk through virtual characters with NLP (Neuro Linguistic Programming) and manage emotions.
Chatbot. (Photo: ZYXME Conversations)
“Chatbots are able to understand the user, even if they speak colloquially, misspellings or words considered ‘niche.’ Improving is a continuous work so that their customers can be guaranteed positive communication with the users and increase their level of satisfaction.
The future belongs to companies whose presence lies with their customers. It is estimated that by 2025, the number of people sending and receiving text messages will increase to 5.9 million globally.
Until then, according to Gartner, More than 70% of these interactions will be through chatbots and instant messaging channels, With which integrating these tools could be the solution to stay competitive in a few years.