Scott Ferguson

Why Mobile E-Commerce Requires Analytics & IoT

NO RATINGS
View Comments: Newest First | Oldest First | Threaded View
SethBreedlove
User Rank
Data Doctor
Re: Automated Customer Service
SethBreedlove   11/1/2016 8:46:43 PM
NO RATINGS
@ Ariella, They've done studies where they've found female voices were more soothing and indiviudals experienced less stress while being on hold or working with an automated system.  But I don't think that is much of a surprise.

Jamescon
User Rank
Editor
Re: Automated Customer Service
Jamescon   11/1/2016 12:28:34 PM
NO RATINGS
@Seth. You're right, if automated customer service works it can be fast for the customer and efficient for the company. However, that's a big if about whether it works. Personal experience, I'd say I've found answers on automated systems maybe 10% of the times that I had to use them. In too many cases the "help" they offer is nothing more than a massive list of documents called up on a basic keyword search.

Ariella
User Rank
Blogger
Re: Automated Customer Service
Ariella   11/1/2016 9:33:42 AM
NO RATINGS
@SethBreedlove I'm one of those who always prefers to talk to a person unless i'm just willing to walk away from the purchase and will just leave feedback about why. But all these virtual people (nearly always female) seem to be designed to take on the role of human customer service reps.  

SethBreedlove
User Rank
Data Doctor
Automated Customer Service
SethBreedlove   10/31/2016 8:20:14 PM
NO RATINGS
I'm all on board when it comes to omni-channel analtyics.  I'm not there yet with the automated customer service.  Profit wise it's a no brainer because automated customer service costs pennies compared to a $3 - $9 phone call. Customer satisfication wise it still leaves a lot to be desired because often the answers are not online and the actual customer service number is buried deep into the website.

Information Resources
More Blogs from Scott Ferguson
IHS analysts reveal that big data and its close cousin, open data, are laying the foundations for how metropolises can change the way we think about governance, infrastructure, public safety, and more.
Radio Show
A2 Conversations
UPCOMING
Jessica Davis
Data Analysts in Training: Meeting Tomorrow's Demand


3/8/2017   REGISTER   0
ARCHIVE
Jessica Davis
Our Bodies, Our Data: Medical Records For Sale


2/21/2017  LISTEN   62
ARCHIVE
Jessica Davis
Energy Analytics: Using Data to Find Savings


2/14/2017  LISTEN   44
ARCHIVE
Jessica Davis
Sharpen Your Analytics & Data Management Strategy


2/8/2017  LISTEN   74
ARCHIVE
Jessica Davis
Analytics: Make the Most of Data's Potential in 2017


1/19/2017  LISTEN   19
ARCHIVE
Jessica Davis
A2 Radio: Can You Trust Your Data?


12/20/2016  LISTEN   70
ARCHIVE
James M. Connolly
Retail Analytics: See Where Style Meets Statistics


12/6/2016  LISTEN   53
ARCHIVE
James M. Connolly
Why the IoT Matters to Your Business


11/29/2016  LISTEN   45
ARCHIVE
James M. Connolly
Will Data and Humans Become Friends in 2017?


11/22/2016  LISTEN   40
ARCHIVE
James M. Connolly
We Can Build Smarter Cities


10/20/2016  LISTEN   31
ARCHIVE
James M. Connolly
Visualization: Let Your Data Speak


10/13/2016  LISTEN   70
Information Resources
Quick Poll
Quick Poll
About Us  |  Contact Us  |  Help  |  Register  |  Twitter  |  Facebook  |  RSS