The good news is that this is no longer the way it has to be, thanks to changing market trends and the new user and customer centric messaging services that have popped up in recent years.Ĭhat for business is increasingly being recognised as the way forward for businesses who are serious about nurturing and improving customer experience and keeping response times to a minimum. This is a frustrating waste of time, to say the least, and doesn’t engender any warm feelings of loyalty toward the business’s brand! Sometimes, if you are lucky enough to have an agent answer your call, you are placed on hold for what seems like hours or, if they transfer you to another department you have to repeat your concern or enquiry from scratch or worse, get disconnected! Multiple phone calls, often connecting to an interactive voice response (IVR) system which takes you in circles, email that doesn’t get responded to, or a message chatbot that has every option but the one you want. Viber Chat: explore the next generation of business chat tools Customer conversations made easyĪll too often, businesses implement customer support and sales enquiry solutions purely based on the technology available, but without considering the customer experience.
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