Importance of Bots, Messaging Channels & Customer Care

By on July 30th, 2020

5min Read

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Have you ever called a company with a burning issue that you wanted addressed only to be put on hold? If yes, then you can agree that there has to be a better way to handle customer support. An irritated customer is a lost customer. Lacklustre support is among the reasons why business loose customers.

To solve this, it would be best to involve the best digital marketing agency in Sydney, especially if you wish to implement messaging channels and chatbots.

At Digital Hub Australia, we believe that chatbot technology is the future of customer support. When messaging channels are supplemented with well-trained customer care personnel, you will have a full-proof customer system for your business.

We have done a lot of research on the positive impact of chatbot technology, messaging channels and effective customer care.  Here’s why they matter to your business:

Improve Customer Engagement

The whole point of customer support is to engage with your customers, right? In an ideal world, your customer expects all their questions answered as fast as possible. Unfortunately, this is not possible with the old customer support ways.

Besides, the performance of your customer care personnel can be negatively affected by a lot of external factors. If they are not in their right state of mind, this could reflect in how they handle your customers.

This is one of the things you will never have to worry about when you are using chatbots. Chatbots offer unbiased customer support round the clock, improving customer engagement for your business and boosting sales.

For the seamless implementation of chatbot services on your online platforms, it would be best to hire digital marketing experts in Sydney..

Customer Anonymity

Another reason why you should consider using messaging channels for your business is consumer privacy and the need to protect your brand image.

Nowadays, consumers are doing everything that they can to reduce their digital footprint. People are more cautious about the kind of information they reveal when they are online.

Initially, interactions between customers and business were happening in public through comments and social media posts. This presented more risks for a brand’s image and discouraged many customers from expressing their concerns.

Messaging channels such as Facebook Messenger, Apple Business Chat and Whatsapp Business Solution solved that.

Any best SEO agency in Australia with experience in customer support will tell you that you need to use messaging channels if you want to encourage communication with your customers and protect your brand image.

This is because live chat messaging channels do not require personal details like email addresses and phone numbers to be effective. This anonymity will give your customers the confidence to contact your business.

Keep in mind that you can hire SEO experts in Sydney Australia to gather important data on your behalf by monitoring how users interact with your messaging channels.

24/7 Customer Support

Another advantage of working with a digital marketing agency in Australia to implement messaging channels for your business is reliable round-the-clock customer support.

Customers will always have inquiries about your products and services even when you are closed for business. Live chat messaging channels allow customers to submit requests even when your personnel is not available.

What’s more, you can integrate chatbots that can answer the most frequent questions that your customers ask and forward the more nuanced queries to your customer care personnel.

This way, your customers are always served at all times.

4. Cut Costs

We cannot deny that customer support is important for your business to succeed. But maintaining a large customer care personnel is beyond most businesses.

Chatbots will serve as a solution for you in this case. It would be great to have the best SEO agency in Sydney help you program them to answer simple questions that are frequently asked by your users. This will allow you to maintain a small customer care workforce for more complicated customer inquiries.

In the end, you will be able to save money while still providing high-quality customer support round the clock. This will buy you time to scale your customer care personnel as your business grows.

Chatbots and live chat messaging channels are no doubt the future of customer support. Working with the best digital marketing agency in Sydney will help you better integrate these services into your business. As much as there are limitations with chatbots, digital marketing experts will provide you with solutions that are tailored for your business. At Digital Hub Australia, we offer many other affordable digital marketing services in Sydney Australia that can complement your customer support efforts. Talk to us today to learn more.

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