Customers are the number one group that you should consider when making decisions for your brand. More than your stakeholders and employees, you should be listening to what consumers have to say about your company and the industry as a whole. About 96% of consumers reported that customer service plays a significant role in their loyalty to a brand. Moreover, 33% admitted that they abandoned a business because their service lacked personalisation. (1) Knowing this, it’s no longer enough to have a traditional customer service process. You need to make sure you’re catering to the specific...

Chatbots are a game changer in marketing. In an era where automation has increasingly become the standard in doing business, brands that use chatbots to communicate with and reach out to their audience will have a better chance for success. Suppose you want to build a relationship with your consumers and take advantage of new business opportunities in the years to come. In that case, you have to make chatbot tools part of your marketing materials. Chatbots 101 So what exactly are chatbots? A bot is a computer program designed to automate tasks. In the case of chatbots, they're used for cha...