This, however, doesn't mean that one must continuously stay online to be able to assist customers, address specific issues or resolve their problems. Automated chats and responses, for instance, often come in handy for some reasons. Firstly, customers often tend to ask similar questions, which makes the automation process logical and secondly, automated chats can provide support, -- such as guiding through purchase procedure or helping with flight details -- which serves to be a much better solution than leaving anyone without a response. Interestingly, it seems that chatbots are here to stay as they, by becoming more and more intuitive, have been revolutionizing communication between businesses and their customers. Consumer want personalized quick experiences
As been mentioned earlier, for better or for worse, the digital age has been increasing consumers' expectations to the point of no return. Modern-day customers, however, not only expect to access content, receive assistance, purchase product or service instantly, but they also demand these ongoing interactions with companies to be personalized. And if a brand cannot meet these expectations (which consumers also require to know on the spot) then most likely it will lose its potential customers because speaking to them on an individual level has become critical for almost any kind of business.
A study conducted by Customer Thermometer
reveals that customers in the United States want companies to care for them, to understand them, and to make them feel special. For this reason, businesses must focus on potential customer experiences, cater to their needs, and prove to them that their preferences are kept in the company's mind. Hence, to leave consumers with a good lasting impression, brands must be able to provide them with 24/7 tailored experiences.