We have been following this principle for years: Do the right job right. There’s no point in doing a job.There’s no point in doing the job right if it’s the wrong job.There’s no point in doing the right job, unless you are doing the right job right. Let’s give a simple example. The job is […]
We have all been through this:Press 1 for sales. Press 2 for billing, press 3 for support. 3Press 1 to go to previous menu, press 2 for corporate support, press 3 for individual support. 3Press 1 to go back to previous menu. Press 2 and enter your ID number and press # 2Sorry ID not […]
Whether it’s a small call centre or an international one with hundreds of seats there are huge costs? Thousands if not hundreds of thousands per month? Just one employee has salary costs, facilities – desk/PC plus coffee 😀, telephone/VOIP lines, leave requirements, HR issues, training and so on. Our AI chatbots can handle 95% of […]
Have you ever phoned your company? Phoned as in followed the procedure that your customers or potential customers must follow.Phoned the toll free line and sat in a queue while the voice activated system offers you 20 different alternatives before you get to the right option. Then wait for an agent to answer. I’ve timed […]
An article that gives the benefits of having a 24 hours customer care centre and to use AI chatbots to manage it.
Are your customers happy with the support and service they get?
People like explaining their issues. Have you ever had to fill in a complicated form either on paper or a website. The questions asked don’t always make sense in your context. I find myself talk to the form “Why ask the same question for the 12th time?” “Yes I own a house” “Yes, I own […]
Some points as to why a business should use an AI chatbot: 1) To answer customer queries2) To advise customers on products and services3) To explain complex issues/products to customers4) To give support to customers on products and services5) To save management time in answering email queries6) To save staff time in answering telephones and […]
Traditional websites consisted of lots of pages. Each page had some information on it, and the user was driven by menus to find that information. If the website was advertising a product or service, the user had to try to navigate the menus to find information they needed. Over time websites evolved to data-driven sites. […]
I saw two posts on X, formerly Twitter by @mr_james_c that succinctly identifies the customer support problem. The first post was “Dear companies, it’s no good assuming you can switch over to AI customer assistants if your human customer assistance process is terrible. You’ll just be automating the terribleness.” This resonated because in the early […]