Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live.
Liquid expectations and the on-demand world
We live in an on-demand world. Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse.
Customers can get the service they want, when they want it, how they want it.
Those brands leading this wave – the Ubers, Booking.coms and FlyCleaners of the world – used to be disruptors. They used to be the alternative. That’s not the case anymore.
They’re continuing their aggressive growth. Their once-disruptive ease of use is now the norm. Their customers aren’t cash-strapped market segments. Their customers are your customers. They’re you and me. And amongst that shared audience, their customer experience becomes the expectation set