From there, let your bots help customers with simple questions, or let customers change their data in Salesforce directly, such as updating their delivery address for example, this way relieving the pressure on your service centers.
When things get complicated, the bot can hand over the conversation to a human agent. With full access to the previous bot conversation, it becomes a breeze for them to jump in and resolve any customer case!
We will illustrate this with an example of a customer of a furniture company, who has just ordered a new closet. This customer, called James, wants to track his order, change the delivery address and finally needs some advice on how to set up his closet.
Check out the video here
2022 is the first year where social media users are the clear majority from the start of the year. With users growing to 4.55 billion people around the world in 2021, More than half of the world population is now using social media. So the opportunity to connect to your customer in 2022 is greater than ever… if you can connect with them on the 6-7 social channels they are using per person.