On-Demand Support Is Transforming Customer Service At H&M, Walmart And More
Companies of every size are implementing on-demand support networks that are able to connect customers to human representatives instead of AI or bots
Connecting with brands today can be a minefield of sorts, and connecting with a real, live human being can seem almost impossible at times. But now, there are quite a few companies using human support to chat with consumers and deliver relevant information as needed, moving away from AI and automation. By creating a one-to-one experience, these brands are combining technology and classic customer service to great effect.
Icelandair Travelers who visit Iceland for the first time might be a little lost, so the airline Icelandair launched a service for each of its customers called Buddy Hotline. Through Facebook Messenger, the service connects passengers with Icelandic locals for personalized recommendations.