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Need Customer Service & Help Desk Support? Hire Real People Not Robots
There’s no substitute for the human touch. When you’re servicing customers in the online environment, it’s natural to look for automated solutions first. After all, IT solutions are often more cost-effective than hiring team members. The same is often true for virtual assistants — and with dozens of AI “bots” on the market, it’s easy to fall into the trap of trying to automate your customer interactions.
The reason it’s a trap is because forcing your customers to go through automated chat-bots & “choose your problem” trouble-ticket systems lowers customer satisfaction & increases churn — costing you high LTV customer accounts cumulatively produce far more revenue than you save through automation. That’s assuming of course, that your automation works.
Despite tremendous success by VA software like Siri & Google Assistant by big-5 tech companies, most of the “DIY” solutions out there lack the programmatic ability to respond in a genuinely human way to queries. Your customer begins their interaction thinking they’re chatting with a person, and when they realize its a bot, their level of satisfaction drops precipitously.
Don’t believe me? Check your chat logfiles for questions like “are you a real person” and “are you a bot” — if you’re like most companies, you’ll find lots of these queries, ... more
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