Cyara Blog

The Rise of the Chatbots and What They Mean for the Future of Customer Experience

Microsoft's talking about them. Facebook's talking about them. Oracle announced a new Virtual Agent 'chatbot' platform at their Oracle OpenWorld 2016 conference recently. 2016 has even been called "the year of conversational commerce" by the inventor of the hashtag, Chris Messina. It's safe to say that chatbots are a technology we can't ignore in the customer experience space. 

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The Problem with Relying on Customer Feedback

The best way to find out what your customers think of your organization is to ask them, right? Well, the answer is "both yes and no". 

Many companies use surveys like Customer Satisfaction (CSAT), which asks customers to rate their satisfaction, NPS (Net Promoter Score), which asks customers to rate the likelihood they would recommend the company to a friend, and CES (Customer Effort Score), which is used to gauge how much effort a customer had to put in to resolve an issue. There is no doubt that these surveys yield valuable insights for organizations looking to improve their customer experience.

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