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If You're Doing This, You're Not Alone, BUT You're Equally F**KED
Manage episode 438010729 series 3031165
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My absolute favorite thing is when I call customer service and get the "your business is important to us" message while waiting for 30 minutes or even two hours. 🎶
Can you sense the sarcasm?
People started moving away from this by using online chats, but now those chats have become just as frustrating. They're often just glorified phone queues, and if not done properly, they become a source of irritation rather than help. 😤
If you're going to implement a chatbot, don't treat it like a glorified form or a typed version of a phone message.
Treat your customers like gold because they are your pot of gold. 🌟 Happy customers lead to happier businesses.
If you can't properly support a chat function, be upfront about it. Let customers know your availability clearly, rather than relying on a bot to do everything.
Over-automation is a whole other issue, which we'll dive into on the next episode.
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