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Why Mobile E-Commerce Requires Analytics & IoT
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Re: Automated Customer Service
  • 11/1/2016 8:46:43 PM
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@ 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.

Re: Automated Customer Service
  • 11/1/2016 12:28:34 PM
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@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.

Re: Automated Customer Service
  • 11/1/2016 9:33:42 AM
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@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.  

Automated Customer Service
  • 10/31/2016 8:20:14 PM
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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.



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