Conversational Technology in Customer Support

On June 17, 2021

Presenters

Notes

In this episode of the #ConversationalMessaging Podcast, Gupshup’s CEO Beerud and VP of Marketing Srini discuss the inevitable demand for customer support with the rise of social media. They explore how shifting from traditional call centers to automated customer support is the smartest and most cost-efficient way to make consumers happy.

The Common Mistake of Most Businesses

Although customer support is one of the most critical aspects of a business, it often doesn’t get the attention it deserves. Most businesses compromise customer service because they think that it’s an expensive investment. Beerud believes that with Conversational AI, quality customer support becomes cost-efficient as it can handle peak demand but requires little manpower.

Always Prioritize What Makes Consumers Happy

Now is the time for businesses to adapt to conversational technologies such as chatbots to interact with consumers. It’s easier for consumers to interact with brands using the very channels they use to interact with their families and friends. Shifting from traditional call centers to automated customer support can positively impact customer experience, leading to improved customer loyalty.

Ultimately, the only reality is the customer reality. The way that customers experience your company, your business, your interactions, is what matters. If they have a difficult time doing business with a company, if it’s challenging, they’ll go find somebody else that they can do business with.

Beerud Sheth, CEO of Gupshup

Always Go for the Smartest Solution

Conversational technology is easy to incorporate in customer support because of the simple type of questions. Through Conversational AI, Beerud proposes to create a chatbot that understands structured queries, unstructured queries, or a combination of both. For everyone’s satisfaction, human agents can handle the most complicated ones, those the bot can’t resolve, making the solutions inclusive to all types of queries.

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