Get the Expertise You Need: Why Specialisation Matters

If you had a problem with your eyesight, would you go to a grocery store that offered free eye exams with your purchase, or would you go to an optometrist? If you needed legal advice, would you go to a restaurant that offered free legal consultations with your meal, or would you go to a lawyer?

In a world of ever-increasing choices and options, it can be tempting to take advantage of deals and promotions that offer a wide range of services all in one place. However, when it comes to important matters such as our customers – the life blood of our organisations – it’s important to consider the value of specialisation. In this day and age, expertise and experience matter more than ever, and it’s crucial to seek out providers who have dedicated their careers to mastering their specific fields. Whether it’s dental care, legal advice, or conversational AI, choosing a specialist in the field is the best way to ensure that you receive the quality that you and your customers deserve.

There are several reasons why a customer-centric organisation should choose to use a specialist chatbot company for its customer services instead of an add-on chatbot from a CRM, a management system or an integrated comms provider. Here are some specific reasons:


A specialist chatbot company will have more experience and expertise in developing chatbots that are designed specifically for customer service purposes. They will have a deeper understanding of the complexities involved in creating a chatbot that can provide effective and efficient customer support.


A specialist chatbot company can customise the chatbot to fit the unique needs of the customer organisation. This includes not just the specific requirements for the customer service chatbot, but also the organisation’s brand voice and tone, which is essential for building customer trust and loyalty.


A specialist chatbot company can integrate the chatbot into the customer organisation’s existing technology stack, including their CRM system, social media, and other communication channels. This allows the chatbot to access customer data and provide more personalised responses.

Continuous improvement

A specialist chatbot company will have a dedicated team to monitor the chatbot’s performance and continuously improve it. They will have the necessary tools and processes in place to collect and analyse data to identify areas of improvement, which helps to optimise the chatbot’s performance and enhance the customer experience.


A specialist chatbot company can offer a more flexible and scalable solution, especially for customer-centric organisations that have unique requirements or may need to rapidly scale up or down their chatbot usage. A specialist chatbot company can provide a solution that is tailored to the organisation’s specific needs, rather than a one-size-fits-all approach that an add-on chatbot from a CRM or other provider may offer.

In conclusion, choosing a specialist chatbot company to handle your customer interactions can provide numerous benefits for a customer-centric organisation. By working with a company that is solely focused on developing and refining chatbot technology, you can ensure that your customers receive the highest level of service and engagement. A specialist chatbot company can provide customised solutions that meet your specific needs, while also staying up-to-date with the latest advancements in the field. With the right chatbot partner, you can create a seamless and satisfying experience for your customers, while freeing up your staff to focus on other key aspects of your business.

If you’d like to find out more about how Futr is transforming customer service experiences for its clients, please get in touch.

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Futr is a VC backed tech start-up with the mission of delivering superpowers to support teams everywhere.  Futr’s superpowers are transforming the way organisations serve their audiences.

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