Let’s say your organization has the best content in your industry. Prospective customers go to your site, enter their questions in your search box, navigate through a few clicks, and – voilà – they get instant answers to their questions.
Excellent. For today. But are you ready for tomorrow, when your competitors lure those customers away with a superior Q-and-A experience? They won’t do it by hiring thousands of people to take phone calls. In 2011, Gartner predicted “by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.”
How will your competitors lure those curious customers away from your superior content if not with human beings?
With chatbots. Friendly, helpful chatbots.
Unless you beat them to it.
So says Cruce Saunders, founder and principal content engineer at
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