The year 2021 will be remembered, among other things, as the year of WhatsApp's breakthrough into the world of customer service in Israel. The turnaround in the service channels has reached hundreds of organizations in the State of Israel, and these have launched the WhatsApp channel for customer service issues and pre-sales. An excellent step forward in the journey to improve the customer experience in the world's leading messaging channel and in the way our customers have long been accustomed to communicating.
We finally got there , offering our customers this availability. Now, let's examine the technology we choose to conduct this discourse: the vast majority of organizations have chosen to put a bot at the forefront, an approach that offers several choices the customer can contact us. We detailed before him our service menu, similar to what exists in IVR or on our website and only added the WhatsApp option.
This raises some questions - are we doing the WhatsApp channel a favor by doing so? Are we properly utilizing his abilities and is this the poet's intention in the service experience in messaging? Can we improve the WhatsApp service experience by using artificial intelligence? How would a bot experience compare to an artificial intelligence conversation experience? We will try to answer all of these in the article before you with a short case study of an organization in Israel.
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Please note that the article is in Hebrew at this stage :)
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