So, informing them up-front of other channels can help alleviate anxiety and concerns.Learning about your users and their needs can help improve the troubleshooting experience.One small but effective way to personalize service is to greet users by name.
Finally, you may want to offer an opt-in service that tracks what resources users have already checked on your customer support site or app.
With this data, your chatbot can better learn its users’ needs.
Your mobile customer support bot shouldn’t wait for an error to occur to offer human assistance. Perhaps even offering to schedule a phone call or appointment with in-person support at a store.
People like having options—especially if they aren’t quite ready yet to trust a chatbot with their problems.
Many carriers are now offering chatbots for customer support to help customers find the information they need fast to troubleshoot.
These bots might be found within the carrier’s app or on social media services like Messenger and Twitter.People turn to a chatbot because they want something done quickly.While adding a healthy dose of personality and banter is always good, it’s important that you keep the conversation focused on the matter at hand.Take Ask Optus (the customer service chatbot) for example.You can say anything to the agent and it’ll answer back, but off-topic responses will end with a simple directive.Your app is the obvious home for a mobile customer support bot.