The sentence " I never said she stole my money " can be interpreted seven different ways; it just depends on which word you emphasize. Thanks to emograph , a mood board that automatically interprets speech, you can capture your customers' emotional states. This allows you to tap into their feelings and have a more engaging conversation. In the future, chatbots will become better whatsapp data at speech recognition (let's face it, Siri often misunderstands us now), and you can use this to your advantage: a customer will feel better understood, and I don't think there's any stronger brand loyalty!
Chatbots are a new channel that will give brands a new face. – Erwin van Lun
The brand is the consumer's servant
Vincent Ulmer, founder of BotBoys, tells us about customer service in China. It's about more than just a webcare team or a Messenger chatbot! Chinese consumers have high expectations. They dictate how they're served, and companies have to adapt accordingly, otherwise they'll lose customers. Will the same be true in the Netherlands in a few years? Vincent Ulmer thinks so: "Only those organizations that are able to take their target audience seriously and serve their needs will survive."
Where are chatbots headed? "Look, back in the day, you had the grocer. Grocery shopping was very personal, but inefficient," he explains. "Supermarkets solved that last problem by offering a wide selection, but the experience became less personal. Now we have the supermarket in an app on our phones, and that's precisely the trend we're seeing today: the scalable economy is being made personal again. This is exactly what social messaging is bringing back to society."
The scalable economy is being made personal again. This is precisely what social messaging is bringing back to society. – Vincent Ulmer
Social messaging makes connecting easier
It's important to realize that chatbots are there for the entire customer journey , not just for handling complaints. We haven't fully grasped this in the Netherlands yet. Consumers are often hesitant to call a company. Messenger apps have a much lower threshold. By focusing on this, you'll connect with customers much sooner. Conversations will also be much more positive: customers won't just contact you with complaints, but also when they simply have a question. With a chatbot, you can answer those questions 24/7 and in no time. A happy customer, and a better image for you!
All these new customer contact channels and chatbot technology are well and good, but with the GDPR looming, you can't just jump in. "Privacy is more than just closing the shutters and curtains," begins Herwin Roerdink (Vondst Advocaten) in his "Privacy in 15 Minutes" lesson. In practice, data is collected for one purpose, but also used for entirely different ones. Consumers feel (not entirely unjustified) that they have little privacy, and some are adjusting their lives accordingly. "We have to be vigilant about that," says Herwin Roerdink. After all, privacy is a fundamental right.