Customer Communication Challenges and Solutions

The video discusses various channels used by companies to communicate with customers, focusing on social media, WhatsApp, chatbots, and email. Social media is primarily used for branding and sales, with WhatsApp being a popular choice due to its widespread adoption. Chatbots offer automated customer service but have limitations in natural language processing. Traditional methods like phone calls and emails face challenges such as long wait times and inefficiency in resolving issues. The video highlights the importance of choosing the right communication channel based on customer needs and technological capabilities.

What percentage of brands use social media for sales according to the IAB Spain 2018 report?

• 57%

• 47%

• 67%

• 77%

Which social media platform is mentioned as having the longest trajectory?

• Twitter

• Facebook

• Instagram

• WhatsApp

What is the key factor for a successful communication channel?

• Adoption rate

• Branding

• Sales

• Reputation

What is a major limitation of chatbots in customer service?

• Cost

• Speed

• Natural language conversation

• Availability

Why do companies prefer human-operated chat systems over chatbots?

• Natural conversation

• 24/7 availability

• Speed

• Cost

What is a common issue with phone-based customer service?

• Lack of personalization

• Limited hours

• Long wait times

• High cost

Why are consumers frustrated with email communication?

• Lack of updates

• Complexity

• Slow response

• Too many emails

What feature do new mobile phones have to assist customers with disabilities?

• Custom apps

• Sensors

• Voice commands

• Larger screens

What is the primary use of email in customer communication?

• Branding

• Updates and utilities

• Sales

• Conflict resolution

Why is email not ideal for resolving customer complaints?

• High cost

• Too formal

• Slow response

• Lack of personalization