Customer service is changing really, really fast.
And as it does, so are consumer expectations.
Companies that don't keep up are at risk of falling behind.
But again, this is happening fast, and it's a big challenge for smaller companies to adapt and stay flexible.
It's chatbots.
You've probably seen headlines about them here and there over the last few years.
They've gotten a lot more sophisticated and useful in a pretty short amount of time, and they're going from a high tech novelty to a customer experience must-have very quickly right now.
Again, this poses some serious challenges.
How will you incorporate chatbots into your own business?
Do you even really need them? (That could depend on exactly what product or service you sell.)
A recent article from Search Engine Land discusses the coming chatbot revolution in customer experience management and design, and how smaller players can adapt in a changing landscape.
If chatbot integrations within search results become a future reality, they could be used to carry out the following without ever leaving search results:
- Book a test drive
- Engage with customer service
- Order products and services
The possibilities are vast and shine a light on the importance of APIs and data integrations to enable the next generation of consumer interaction.
The challenges of a chatbot future
Do brands have the data infrastructure and customer service setup to make this happen?
Who leads these teams, and are they willing to cooperate?
What reporting metrics will be required?
New relationships and process will have to be forged and maintained.
Measurement and reporting will also pose new challenges, as consumers will interact with brands through search results pages rather than on-site.
Analytics platforms will need to find a way to track these interactions.
Prioritizing the short-term, middle and long-term future
While an exciting development, it is unclear whether chatbots will become a permanent feature in search results.
Even if they do, it will likely be in the middle to long term.
You can read more about how to keep up with the rise in chatbot use over at Search Engine Land.
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