Chatbox Technology "Agree or Disagree: Term Paper

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An additional use of Chatbox technology is in being able to measure customer satisfaction levels by segment as well. The use of SERVQUAL methodologies to track customer service satisfaction levels can now be real-time using Chatbox as the platform to better measure customer expectations vs. experiences (Tate, Evermann,2010). Chatbox used as a research platform would allow companies to have real-time analytics and key performance indicators (KPIs) of performance. They would also allow marketing managers to better anticipate and react to market conditions driven by customer perception and requirements. The focus on attaining higher levels of customer loyalty could also be attained using Chatbox technology as the basis of more effective customer satisfaction surveys as well. Finally, Chatbox will continue to grow as a means of capturing and reacting to key requirements across market segments that see automation as a means to gain greater responsiveness anytime they want it from the companies they rely on. Chatbox is available 24/7 and can be integrated directly into a knowledgebase as well, turning this technology into a highly effective guided selling and problem resolution system in addition to its other benefits.

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Reference

Beverland, M., Kates, S., Lindgreen, A., & Chung, E.. (2010). Exploring consumer conflict management in service encounters. Academy of Marketing Science. Journal, 38(5), 617.

Terrance Casey. (2004). Automation, Self-Service, and Analytics: Improve the Customer Relationship. American Water Works Association. Journal, 96(8), 34.

John Edwards. (2008, May). Panning for Gold in Customer Chats: When your customers talk, do you listen closely and quickly enough? More CIOs are deploying text analytics technology to examine customer comments on websites, surveys and the like.. CIO, 21(14)

Tate, M., & Evermann, J.. (2010). The….....

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