How bad writing, templates and chatbots kill customer service
The demand for digital, omnichannel, and personalized customer service has never been higher. And amidst the great resignation and pressures to reduce costs, for most companies, expanding agent teams is not the answer.
Instead chatbots and AI solutions are being deployed to streamline customer engagements and meet demands. But leaders must carefully consider the user experience when engaging with a bot and ensure that the automation-generated interactions are relevant, useful, and deliver a personal feel.
Read this guide to access insights from a contact center writer and learn about key chatbot pitfalls to avoid.