The rise of chatbots
Not long ago, customer service meant emails, hotlines, or maybe a live chat with a human agent. Today, many shops have chatbots on the front line. They answer simple questions instantly, reduce support workload, and keep customers from waiting.
The good and the bad
- Pro: Instant answers to FAQs and order status requests.
- Pro: Available 24/7 without extra staff.
- Con: Often too rigid, failing when customers ask something unexpected.
- Con: Can feel impersonal and frustrating if there’s no easy way to reach a human.
My conclusion
Chatbots are neither pure curse nor pure blessing. They’re tools – and like any tool, their value depends on how they’re used. When combined with real human support and designed to hand over smoothly, they can be incredibly effective. Used badly, they can harm customer trust. The balance is what matters.
– Marcel