Technology has boosted efficiency and automatization processes for the last 10 years like it has never happened before. Customer support is not an exception to the rule, and what started with CRM tools is now evolving into complex live chat solutions that can take care of the on-board process and customer support. In some cases, even without human power at all.
It is common nowadays that e-commerce sites, SaaS solutions, and services like insurances, banking or travel agencies are focusing their efforts on live chat systems and leave “real human” assistance only as a fallback. They are trying to reduce friction and costs on the customer journey and turn users into paying customers.Continue reading