Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes, is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the intersection point of the two, you can learn a little bit about what customer experience trend lines might look like this year. Let’s dive deeper.
Bill Colleran, AnswerDash CEO interviews Bart Mroz, Head of Brand Experience at SUMO Heavy Industries, a digital ecommence consulting firm.
I recently connected with Bart Mroz, Head of Brand Experience at SUMO Heavy Industries to hear his insights and learn what trends he predicts for chatbots. Check out the interview to see what you can apply to your business!
Customer support is rapidly changing. What is next in the world of customer support? In a word – Chatbots. Messaging platforms are already wildly popular for peer-to-peer interaction on mobile. Between Facebook Messenger and WhatsApp (both owned by Facebook), there are over 2 billion users on both platforms. Facebook is now developing Messenger as a B2C support channel and already thousands of brands have launched chatbots on Messenger channels.
With Facebook Messenger now able to accept payments through chatbots, a new era of ecommerce is here.
The new functionality lets retailers accept payments directly, right there within a Messenger conversation with a user.
For many years messaging platforms like these were void of brand or business integration opportunities, aside from general brand awareness and customer engagement.
After all, even the world’s largest corporations don’t have the resources that would be needed to personally engage in conversations with millions of individual consumers simultaneously.