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Chatbots in Customer Experience. Application and Opportunities in E-Commerce - Softcover

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9783960956594: Chatbots in Customer Experience. Application and Opportunities in E-Commerce
Softcover
ISBN 10: 3960956592 ISBN 13: 9783960956594
Publisher: Studylab, 2019

Synopsis

The increasing digitalization of society has an impact on everyday life. The demands and needs of customers are growing due to constant and real-time connectivity with the Internet. E-commerce has developed along with the expansion of the Internet. Especially, the customer service has changed greatly in recent years. To meet customer demands, companies have established further contact channels so that a comprehensive range of services can be ensured. Service is becoming an increasingly important success factor for companies. The goal of this book is to determine and evaluate the use of chatbots in customer service and online marketing. It answers the following questions: Where can chatbots be used in customer management and online marketing? How does using chatbots in customer service and marketing affect a specific customer journey? What are the benefits of using chatbots for both customers and the company? And what methods and requirements should be considered when using chatbots? In this book: - customer relationship management; - marketing communications; - Facebook Messenger; - user behavior; - communication channel

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Publisher
Studylab
Publication date
2019
Language
English
ISBN 10 
3960956592
ISBN 13 
9783960956594
Binding
Paperback
Number of pages
68