Real-Time Customer Support

Real-time customer support is when a brand or retailer assists a shopper immediately, often with the use of assistive technologies like chatbots.

What Is Real-Time Customer Support?

Real-time customer support happens immediately: A customer has a question or needs help, and they're able to receive real-time assistance, which keeps the customer engaged, decreases frustration, and builds customer loyalty. Brands and retailers use several different technologies and strategies to provide real-time customer support. An artificial intelligence (AI)-powered chatbot, for example, can answer questions immediately and triage inquiries for human assistance. Self-help resource libraries can empower customers to find answers on their own terms and time. Some brands even facilitate real-time support through their social media platforms, meeting shoppers on the channels they prefer best.

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