Think about it, when was the last time someone sold you something over a phone call?
Webpages and FAQ’s would seem to be a modern solution, but those often do more harm than good.
”This article is the third in a four-part series called Chatbot 18. Now you know that regular Tropicana is easily available, but 100% is hard to come by, so you call up a few stores beforehand to see where it’s available.
Other articles that were published in this series can be found here:#1: Your first question is how much of it does she want? You find one store that’s pretty close by, so you go back to your mother and tell her you found what she wanted.
For the better part of a century, customer engagement and support has remained largely unchanged; The channel for this lead generation process has undergone cosmetic changes, from post to phone calls to most recently, BPO’s.
But the underlying inefficient principle has remained; companies forcing themselves into the view of their consumers, crowding their airspace and inbox.
Webpages aren’t any saving grace either, typical webpages have an average conversion rate of just 3%.
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The term "Chatter Bot" was originally coined by Michael Mauldin (creator of the first Verbot, Julia) in 1994 to describe these conversational programs.This wasteful enterprise requires the presence of this 24/7 human support, which is not only incredibly expensive (, PER HOUR for your average BPO), but also volatile; a single bad representative can mean hundreds of disappointed and frustrated customers.
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