Greg Cohn, Co-Founder and CEO, Burner says that brands are under a lot of pressure to create consumer-facing chatbots for Facebook Messenger, WhatsApp and their own apps. But are messaging apps really the best place to provide customer service? Or is the best medium one that your customers already use daily – SMS messaging?
Since messaging apps overtook social networking apps in popularity last year, there’s been a lot of bandwagon-jumping pressure for businesses to quickly deploy customer-facing chatbots into Facebook Messenger, WhatsApp, and other messaging networks. While I find these use cases interesting, I’ve been skeptical of this trend since it began last year. Are messaging apps really the best place to provide customer service? And are chatbots—even sophisticated ones—the right way to respond to the growing demand for text-based customer support?
Before your business hops on the messaging train, take a step back and survey the landscape. Instead of trying