Why the customer success market needs chatbots

Front-end bots will proactively engage the customer and will drive the "tech touch" portion of a customer success management coverage model. The other part of this coverage model is direct human interaction, or the "human touch," which complements the use of technology to provide a holistic and high-value customer experience. The ratio of technology to human touch will vary by customer segment. In customer success management, you first need to know where the customer is right now (point A) and what the next milestone along the path to success is for them (point B). To operationalize this process, you need to intervene in the appropriate way to take the steps necessary to move that customer segment from point A to point B. If customers take those steps themselves, that's great.