The ways brands engage with their customers and the means they offer for customers to connect with them have changed radically in recent decades. What might once have been a simple support phone line or postal address has become an omnichannel customer experience. Customers seeking support can now be pushed towards live chat, online support forums and, increasingly, automated solutions such as chatbots.
Full article: https://www.raconteur.net/technology/omnichannel-customer-experience-do-you-really-need-bots
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