Show notes
Discover the best practices for chatbot marketing and automation and the Modern Support Journey philosophy.
Rapid scale can make it tough for an app publisher to keep up with user support.
Without automation, you need to choose between overloading your support agents with an influx of tickets or hiring new support agents.
With the former, this influx can lead to long wat times, poor customer satisfaction, and burnt-out agents
On the other hand, hiring additional support agents can be expensive and you’ll also have to hope that the user count stays high enough to be able to avoid layoffs down the road.
With automation, however, you can have the best of all the worlds.
A well-thought-out automation strategy can help your users to self-serve and quickly resolve their own issues for cents on the dollar, allowing your agents to focus their time on more complex challenges and on your VIP users.
Looking at the big picture, automation not only saves you money but also...
- Improves retention rates
- Speeds up time to resolution
- Decreases complaints and bad reviews in the app stores due to a poor customer support experience or long wait times
- Can increase CSAT scores
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