Want to know how to stand out in 2019?
Don't use chatbots.
People are continuously surprised that I personally answer live chats on @TransistorFM, and replies to my email newsletter.pic.twitter.com/LEBIzk6wKi
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That aspirational "self-serve app" where customers sign up and never need help is mostly a myth. People want "Software as a Service" (with a heavy emphasis on the "Service" part).
Interactions like these are why I think @TransistorFM will invest in customer support for our first hire.
Customer support is marketing + sales + retention + a feature all in one.pic.twitter.com/Piiqpz6lCS
When's the last time you heard someone say "I had a delightful conversation with a chatbot?" Even when they're "done well," chatbots don't generate word of mouth for your product (which is what you want, especially early on).
Adding to all this, providing support actually helps you understand customers requirements better. What they need, what needs to be improved, what needs to be better documented etc.
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