For example, I don't want to do a livechat just to chit-chat. It's fun, but I want to make sure that there's some valuable takeaway for those who are giving us their time. I know we all have time right now, but there's still so much content to consume out there. If someone's choosing us, we want to make sure the content we’re producing either entertains or educates.
Texting with a human agent via in-app chat provides customers with immediate and flexible assistance. This is by far the most in-demand feature within the Customer Service category, rated “extremely valuable” by 26.9% of respondents—well above the average 20.7% “extremely valuable” rating for study features overall. Yet livechat is supported by only one of the seven FIs in the study.
In July 2020, Zurich launched an online chat platform for home and motor customers, providing them with three additional communication channels. These include live agent web chat, WhatsApp, and SMS. An intelligent chatbot directs customers to the right team and also supports by directing customers to self-serve options, such as online claims reporting portals. AI Use Cases in Middle-Office Insurance.
As a livechat substitute: Email marketing could have been used to develop a two-way conversation between brands and audiences but didn’t. SMS is conversational and facilitates an ongoing dialog between brands and consumers.