Ep.37 Chatbots VS. Live Chat Agents

If there's one thing that the pandemic taught us it's that people like interaction with other people. Those that were forced into lockdown and quarantine situations who weren't able to work from home and actually communicate with people on the outside world on a regular basis, struggled because they missed that one element that really keeps us sane and that's human interaction The same can be said about the customer experience and using chatbots and other automations when it comes to customer support. You cannot give your customers an exceptional experience by throwing chatbots and artificial intelligence at them to replace a live person when they have a serious or more complex issue. They want that human touch to feel reassurance… Sure, they seemed like a great idea in the beginning as a way to streamline the customer experience and cut costs ...but was it really just a wolf in sheep’s clothing ? And we're seeing now how chatbots are on a steady decline yet there are a lot of companies that are still holding on to them- trying desperately to make them work If you're using chatbots as the main foundation for your customer support or thinking about it- you wanna listen to this episode because it might not be the chat bot itself- but what the chat bot represents that could end up driving your customers away Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!