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  Messaging automation is booming. More and more companies scale up their customer conversations using chatbots and automated messaging flows. However, the quality and experiences offered by these chatbots differ heavily, and sometimes ruin the customer experience. Why is this and how to prevent bad automated messaging experiences? Automated messaging and chatbot experiences that ruin the customer experience Let’s start with analyzing a typical messaging experience that is created with a DIY flow builder. These flow builders are very helpful to set up automation without any coding or hours of training a chatbot. With a drag-and-drop builder, you can create your own flows and turn them into action. How e ver, these flow builders work using a very rigid decision tree type of structure. It only allows for closed-ended questions and forces your customers to answer those closed-ended questions. A typical conversation with such a chatbot goes as following: Hi, I’m Jake and I’m your suppo...

Great customer service is key to growing your business. Many companies differentiate themselves with it. When done right, it can be a real money maker for a business, but when done wrong it frustrates customers and hurts the brand image.  Providing great customer service is challenging. It takes time and effort to manage customer inquiries. Customers expect quick answers and they want to engage with brands via the channel they prefer.  It leaves businesses with a dozen messaging channels to manage and a ton of replies to handle. How to scale up customer service without losing the service? A customer messaging platform, powered by AI and chatbots is key.  What is a customer messaging platform? A  customer messaging platform  is simply put, a platform that manages customer conversations. It’s designed to support a variety of messaging channels like live chat on your website but also social messaging channels like Facebook Messenger or Instagram DM. A good customer...

Chatbots,   Conversational AI   and customer support automation are booming. More and more companies are getting aware about the advantages that a chatbot can offer. These advantages are obviously cost savings. But when used smartly, a chatbot can also provide extra sales. In this article we discuss what makes an AI chatbot software provider good and what criteria to look for when selecting an AI chatbot software provider. What is AI chatbot software? AI chatbot software is used for automating customer support and to proactively service webshop visitors. Simply put, it’s the employee in a store that helps you, but then it’s automated and online. Automating customer support is important. Good customer support takes a lot of time and effort. Especially nowadays when customers are using a wide variety of channels and expect a quick answer too. With smart and intelligent chatbots you can increase customer satisfaction levels and make them come back to shop more. But be aware, when...