Tech Talk! Customer service automation, leveraging Facebook Messenger for customer service

A new proposal for Customer Service Automation

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There has been a conundrum within the business sector about the ever elusive problem of customer service. Good and bad customer services it seems depends on whether or not companies (at least the big ones) are using robots to talk to the customers or a person.

As a customer when we call the hotlines; we pray to heavens that it will be a person on the other side of that line talking to us. So Why do we hate talking to a bot so much? It boils down to the fact that we cannot vent our frustration towards a Bot rather when it’s a person we’re hoping the person on the other end of the line has enough empathy and help us fix whatever issue that we want to fix ASAP.

The Old Model for Bots is Crap! (excuse the French) 

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Idea Talk: Why Small Businesses Need to Embrace Technology into Their Marketing Efforts

Customer’s Habits are Changing, Shouldn’t You?

Big City Marketing

If you do business in the big city, you know that marketing is done literally everywhere. From the old fashion radio and billboards to street corner promoters; all of whom have one goal in mind, drive more foot traffic to the stores. But traditional marketing is a…Well, it’s not dying per se, but it is losing momentum.

Now, there’s nothing wrong with traditional marketing, in fact, we don’t ever see traditional marketing ever dying completely because let’s face it there are still segments of the population who are tech-resistant. But for the rest of us? That is over 198.9 million Americans (reported by comScore) who are using smartphones and are therefore receptive to technology changes.

People more than ever (Thanks to Social Media trends) are more likely to engage with businesses that they love. This engagement though is not a 9-5 (business hours), this is potentially 24 hours engagements. Where people are spreading the word about your business, ordering online and even just giving you feedback about how to do something better. Customers nowadays need more than just a billboard telling them that you’re having a flash sale or a happy hour, no, they want you to give them a text message or push notification inviting them to our flash sale or happy hour.

“Customers nowadays need more than just a billboard telling them that you’re having a flash sale or a happy hour…they want you to give them a text message or push notification inviting them to your flash sale or happy hour.”

Customers are changing, and while the small to mid-size business segments are not responsible for this trend (you can thank the Silicon Valley for that.) Small businesses entrepreneurs like you need to recognize that the paradigm has shifted, and the shift is a more customer-centric marketing effort. And with the right tech, you can dominate your local competitors by being ahead of the game.

Of course, a centric based marketing effort is not a new idea, but we’re going to give you one example why without the right tech, this type of marketing would not work.

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