Hey there!

We wanted to bring you a Monday Special on Customer Service, as it’s a topic that has been coming up a lot in our recent conversations with ecommerce clients and is front of mind for a lot of businesses. We hope you find it useful!

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1. How To Choose Your Customer Support: AI-Chatbots or Live Chat?

2. TikTok’s New AI Song Generation Tool

3. The Luxury Landscape in 2024

4. Meta’s new policies on digitally altered ad content.

How To Choose Your Customer Support: AI-Chatbots or Live Chat?

You are probably musing whether to integrate AI Chatbot as your customer support agent or to keep your current CS team as it is. There’s no one size fit all solution but we’ve prepared you a handy overview of the pros and cons of each and what you need to think about in 2024.

The Chatbot Overview: The good stuff: Chatbots can work 24/7, never calling in sick or taking a coffee break. Plus, they're cheap to keep around – no salaries or benefits. In addition they learn from every chat, getting smarter and more helpful over time. But, let's face it, sometimes they just don't get the nuances of human chatter. They can stumble over complex problems or fail to provide that warm, fuzzy feeling of human connection. Or like in the Chevrolet’s case, absolutely bomb it as they can certainly be tricked/hacked.

The Live Chat Overview: On the other hand, live chat brings the human factor. These are real people who can empathize, crack a joke, and understand those quirky customer requests. They're the ones you want handling the tough, knotty problems. But they're not superhumans – they need sleep and can only chat with one person at a time. Plus, they cost more.

So, what's the best recipe for e-commerce success? It might just be a blend of both. Chatbots excel in handling routine inquiries and providing instant responses, which reduces wait times and increases efficiency. For more complex or sensitive issues, the conversation can be seamlessly transferred to a live agent, ensuring a personalized and empathetic interaction.

So definitely don’t get rid of your CS team just yet. That said, if you’re still just using human labor for CS and not integrating AI, you are probably leaving money on the table.

• Learn how AI-powered features are changing marketing automation platforms and what to expect in terms of features.

• TikTok rolled out an AI tool that lets people generate their own TikTok songs. Sounds promising BUT the results are 🤮Here’s a tutorial with the results:

@reposts268

Replying to @feliciadagoattty UPDATE TIK TOK IF YOU HAVEN'T ALREADY #foryoupage #ai #fyp #blowthisuptiktok

• If you work in luxury, this is a must read - it explores everything from how TikTok, NFT Communities and AI will shape up the luxury landscape.

• Meta rolled out new disclosure requirements for digitally altered ad content. Read more about these here.

  

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😍It was great, all I needed

🙂Good, not great

🙄It sucked