Enriching Customers’ Messenger Experience With Facebook’s Handover Protocol

Opinion: Brands need to adapt and scale their approach internally

Customer service is an industry due for a disruption and an overhaul. The vast majority of the industry still operates via phone banks and touch-tone menus, or clunky online frequently asked questions. We’re all sick of waiting on hold or hoping someone on YouTube might have made a tutorial on how to fix a technical error.

But efforts to completely automate the process have been met with frustration: Phone voice-recognition menus are frustrating, and chat bots by themselves aren’t quite good enough to address consumer needs.

It’s

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