This shouldn’t need to be written. It should be obvious. But, like many things in this digital world, apparently it is not. (And I encountered the problem myself.)
I hear you. I think that it's counterintuitive to say we value the customer experience if we really aren;'t going to provide the most value to them possible. We've got work to do (and consumers who will be happier if we succeed).
It’s like you’ve taken the words right out of my mouth. There have been so.many.times my frustration has grown over trying to find a contact phone number for a supplier. Sadly, this results in the poor customer service person having to deal with an angry customer. I’ll work with a company that posts their phone number openly over a company that makes me waste my precious time trying to find it.
I have been implementing chatbots in Japan for 5 years, and accessibility is one of the key words I always have in mind when designing Customer Experiences. Part of it is analyzing where the customer already is and try to help them there, ideally.
Particularly, with GenAI solutions now in the market, I feel companies are forgetting what to do when the AI cannot find a solution, to make sure the inquiry will be solved, whether that means escalating it to a human agent or following up quickly through other channels.
This shouldn’t need to be written. It should be obvious. But, like many things in this digital world, apparently it is not. (And I encountered the problem myself.)
I hear you. I think that it's counterintuitive to say we value the customer experience if we really aren;'t going to provide the most value to them possible. We've got work to do (and consumers who will be happier if we succeed).
It’s like you’ve taken the words right out of my mouth. There have been so.many.times my frustration has grown over trying to find a contact phone number for a supplier. Sadly, this results in the poor customer service person having to deal with an angry customer. I’ll work with a company that posts their phone number openly over a company that makes me waste my precious time trying to find it.
I hear you! And, you are not alone.
I have been implementing chatbots in Japan for 5 years, and accessibility is one of the key words I always have in mind when designing Customer Experiences. Part of it is analyzing where the customer already is and try to help them there, ideally.
Particularly, with GenAI solutions now in the market, I feel companies are forgetting what to do when the AI cannot find a solution, to make sure the inquiry will be solved, whether that means escalating it to a human agent or following up quickly through other channels.
Insightful article Scott