Everyone feels a little social anxiety from time to time. Whether you live with a bunch of roommates, have to attend a meeting with 20 other people, or have to call your dentist to make an appointment, sometimes, sometimes you just can't deal with other people.

Or maybe that's just me.

Either way, I was heartened to learn that, in a recent survey, 65% of respondents said they felt good about themselves and the company when they can handle customer service issues without talking to a live person. Most customers wanted to be able to solve problems on their own through self-service instead of having to hop on a phone call -- and that's where chatbots can help.

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Chatbots are growing in popularity, and one common use case is for live customer service chat, where customers can start communicating with a chatbot to resolve routine customer service issues -- with the option to connect with a live, human agent to solve more complicated problems. 

Customer service reps like chatbots too -- because they free up time spent answering more basic questions on the phone with customers. These simple requests can take up 70-80% of the typical rep's day, and if chatbots take over those quick fixes, customers would be happier avoiding a phone call, and customer service reps would have more time for proactive customer support and outreach.

Read more about how chatbots can play a role in customer service in Adweek's infographic below.


State of Customer Service

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Originally published Jan 19, 2018 8:00:00 AM, updated June 05 2019


Customer Service