Customer service help is getting more challenging.
digital marketing expert Beth Guide says email, text, and social media have weaned many from the actual conversation.Why some old cell phones, auto navigation systems, home alarms could stop working soon
An industry study shows more than 70% of customer interactions are digital and growing. Guide's own business uses an artificial intelligence 'chatbot' to help customers looking for answers. She thinks it's useful and less aggravating than waiting on hold. "This gives an immediate answer and an immediate set of information," Guide said. "It can get you to a human who can help you much faster, rather than sitting on hold, waiting for someone to pick up the phone." FOX 26 Business Reporter Tom Zizka has more on the five ways in which we waste money on technology."The easier they make it, the more loyalty that company can gain," he said.
"Yes it's going to cost you money, but if you have a product that is causing a customer to call, then you better listen," he continued. While a Statista survey found two-thirds of customers prefer dealing with human customer service, those chatbots are still going to be used. To better navigate them, simple details and common-language terms are most likely to get an answer from an artificial intelligence service.
More complicated conversations might leave you waiting for any humans who are still available to take your call.
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