TD Ameritrade, known for their innovative customer support via digital channels, is on the leading edge with a single chatbot brain powering multiple channels - recently extending their bot (previously available on Messenger) to Twitter. TD Ameritrade has provided customer service via Twitter for years, and now with the launch of their new bot, it marks the first time that customers can self-serve on the channel (via DM) for virtually anything - from learning about the market to trading stocks to seamlessly transitioning to a human agent whenever they choose or require.
There’s a reason why Interactive Voice Response (IVR) has become industry standard for phone-based customer service; it enables self-service for simple and routine customer issues, thereby diverting call volume from call center staff. This same self-service strategy needs to be applied in the digital space to meet the rapidly changing communication needs of you customers.
Digital channels are highly efficient. Engaging with customers via messaging (text messaging and messengers) is up to 3x more efficient than voice – maximizing your personnel’s time. However, to realize these efficiency benefits, companies need to use a consolidated digital desktop solution
Customers don’t want to have to stop and pick up their phone to call you. They want to engage with you while they’re on the move, doing what it is that they need to do in their life.
Demand for customer service via digital channels (text messaging, messengers, live chat) is projected to increase by more than 90% in the next two years. Is your contact center ready?
Watch an introduction to In The Chat that shows the power of our digital desktop to enable a frictionless customer experience.