Customer Service Blog

Our experts share their know-how with you. Get all interesting facts around strategic customer care management, digitalisation and service-automation in customer service as well as the transformation of companies into the direction of lived customer-orientation.

Service, Sales and Surveys - 3 great Application Areas for Chatbots

Meanwhile, chatbots have been able to establish themselves in today's channel world, and many customers are very keen on interacting with the digital helpers, all the more so because they can prove extremely useful in various situations. As the 2018 Chatbot-Study by PIDAS and ZHAW showed very well, users appreciate first and foremost the easy accessibility of the digital channe...

Users expect better Services from Chatbots than from «real» People.

According to the majority of today's users, they are at least theoretically willing to interact with a digital helper such as a chatbot, even if not all of them have had the opportunity to gain practical experience in this area yet. Even so, the users already seem to know what they can expect from the digital helpers. Their demands on the chatbots are high. Artificial intellige...

The younger Users love Chatbots - the older ones rather less

More and more companies are taking the step of including a chatbot channel in their range of communication channels. So sooner or later, people who regularly surf the internet will be contacted by a chatbot, or an invitation to interact with a digital helper will appear on their screen. Which users currently accept this offer and which prefer to click it away?   Is it above all...

Are there THE ideal Industries for the Use of Chatbots?

Companies from a wide variety of industries are now counting on chatbots, and this makes sense in most cases, because the willingness to use chatbots is constantly increasing and there are various technologies on the market that can be applied more or less laboriously depending on the use case. The industries with the greatest potential from the user's point of view The Chatbot...

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