With Social Media and Facebook, the way we do business has changed, and is reshaping still. With the all-in-one-place that Facebook is providing, and with Facebook Messenger, the interaction with consumers has evolved, and will continue to do so.
Customer Support Reshaped to Customer Care
As companies expand their customer base, they are in need of a call center that provides customer support. However, with social media, the possibilities are there to reach potential customers worldwide, and call centers do not provide the necessary tools for obtaining satisfied consumers.
From call centers, we have moved to e-mail support, but have to wait at least 24 – 48 hours for a response, and it just becomes frustrating.
The brands that have been in business for many years go with the technological flow, as they use every tool provided in this technological world we are living in.
With the utilization of chatbots, customer support can be reached 24/7 and provide customer care to all their consumers.
Who is the Future Consumer and What Do They Want?
Our children are the future consumers, and for them, interacting with gadgets will be in their nature. For me, from time to time, I love to use older forms of technology, for example:
I was using my old Samsung flip-flop mobile phone that I had, mainly because the battery was great, and I was able to use this phone for calling for a couple of days before charging the battery.
But the funniest thing happened to me. My daughter took the phone, opened it, and ask me “Is this a phone, Daddy? What can I do with it?”
I was laughing and said, “Well, what is the purpose of a phone ─ to make and receive calls.” She said,” That’s it?” It`s cute. She is used to having a touch screen phone and Siri where she can interact with the phone like a friend. Then, I remembered that she doesn’t know what an audio cassette is or floppy disk is either, and I started telling her what kind of stuff we were using when we were kids.
My daughter is a millennial kid. She is a kid that is living with the gadgets of her time. She is a kid where Alexa is a part of the living room, and when she walks in, she says, “Alexa, play Taylor Swift,”
Businesses don’t want to put themselves in a situation where future consumers won’t be able to reach them. I remember a scene from one of my favorite movies, “I Robot” where Will Smith (Detective Spooner) and Dr. Calvin (Bridget Moynahan) are inside Detective Spooner`s apartment, and there is an audio player (an older device) that she tries to turn on by saying, “Play.” Then, she presses the button, and the JVC turns on, and it is really loud. Dr. Calvin addresses the player by saying, “End program, cancel.” Detective Spooner shuts it off by using a remote control.
This is a science fiction movie that gives us a glimpse into a possible 2035.
It’s time to act quickly on chatbot technology if you own a business, as chatbot platforms are a must-have technology for the future.
Now is the time to be prepared and brace the future of technology.