How In-App Chat Avoids Customer Service Frustration

Automated chatbots, often used by companies to filter customer service queries, can lead to customer frustration due to slow response times and impersonal, vague answers, potentially resulting in decreased customer loyalty and engagement. A 2019 Forrester study highlights that 48% of frustrated customers abandon companies, while 35% become less engaged. Integrating live chat with personalized and prompt responses, as supported by Harvard Business Review research, enhances customer service by making customers feel valued and willing to pay more for better service. Betabrand, a company known for its innovative business attire, effectively uses interactive live chat and community shopping events to connect with its two million customers, improving engagement and profitability.