The top reasons customers contacted companies during the pandemic were to check or confirm operating hours, make a purchase, or verify account information. Provide consistent support across social, email, chat, and mobile, including WhatsApp, SMS, and Facebook Messenger. From a single screen, agents monitor these channels and respond quickly to questions and concerns as they happen.
Use chatbots to extend service by helping customers with common questions, such as order status, while freeing up agents to focus on more complex cases. You can enhance your chatbot to handle transactional requests like refunds, too. As you program your chatbot, ensure that the welcome message indicates that customers are interacting with a bot and not a human. If a case requires live agent support, have bots collect case details for handoff in the same chat message.