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
