Anyone who has worked in social media management will tell you that it’s a job that requires a lot of plate-spinning. Of all the responsibilities that fall under this role, community management is one of the more time-consuming (if done properly) and often involves responding to a variety of customers with the same information that, 99% of the time, could be found with minimal research.
Old me would have relished the idea of an actual bot, like Facebook messenger’s, that will one day be able to handle the majority of customer service requests. These bots will not replace customer service departments entirely, but for simple questions – ‘Where can I find your contact details?’ ‘Where are you stocked?’ ‘Does your product contain sugar?’ – automation should be perfectly adequate. So long as it’s intuitive and personal.