Imagine: your flight has been canceled. You call customer service. An automated voice system doesn\u2019t understand you, a promised email never arrives, and after two hours on hold, you still haven\u2019t spoken to anyone. That\u2019s what happened to Youp van \u2019t Hek in mid-September with KLM. His point wasn\u2019t about the cancellation. It was about what he called a \u201csilent digital wall.\u201d<\/p>\n\n\n\n
His story was about the phone. But the same wall appears on many websites and in chat rooms.<\/p>\n\n\n\n
The same wall, in your chat<\/strong><\/strong><\/p>\n\n\n\n Your customer asks a question in the chat. The bot gives a standard response that\u2019s just off the mark. Your customer rephrases the question and gets the same answer. There\u2019s no button to connect with a human, or that button leads to a form that says, \u201cWe\u2019ll respond within two business days.\u201d<\/p>\n\n\n\n For a question about business hours, a chatbot is fine. But for a customer with a defective order two days before a birthday, it\u2019s a brick wall.<\/p>\n\n\n\n The problem isn\u2019t the bot<\/strong><\/strong><\/strong><\/p>\n\n\n\n The easy conclusion is: get rid of the bot. That conclusion is wrong. Martijn Boevink of Van Lanschot Kempen, keynote speaker at the CustomerFirst Conference on September 29, puts it bluntly: the more complex or personal the question, the more important human contact becomes. Simple, recurring questions are actually well-suited for technology. On September 3, the Customer Service Federation conveyed the same message: collaboration between people and technology is becoming more important, not less.<\/p>\n\n\n\n So the problem isn\u2019t the bot itself. The problem is a bot with no way out. The wall appears at the peak moment<\/strong><\/strong><\/strong><\/p>\n\n\n\n On a quiet Tuesday morning, you hardly notice it. Things go wrong when there\u2019s a disruption: a delayed delivery, a promotion that gets out of hand, Black Friday. That\u2019s exactly when the questions become complex and emotional, and that\u2019s exactly when everyone reaches out at the same time.<\/p>\n\n\n\n Don\u2019t count on every customer to work their way through a digital system on their own. This month, Dutch people scored an average of 5.1 on a test of AI knowledge. When someone gets stuck, they don\u2019t give up\u2014they just drop out, and the competition is just one tab away.<\/p>\n\n\n\n Automate the reporting process, and have a person handle the hassle<\/strong><\/strong><\/p>\n\n\n\n At MisterChat, the chat system operates on two levels:<\/p>\n\n\n\n The bot handles the routine tasks, while our team steps in when something\u2019s at stake. In your tone of voice, 24\/6, without you having to hire a team for it.<\/p>\n\n\n\n Your customer might forgive a glitch. A wall won\u2019t.<\/p>\n\n\n\n MisterChat \u2013 Your brand. Your customer. Our service.<\/strong><\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" Imagine: your flight has been canceled. You call customer service. An automated voice system doesn\u2019t understand you, a promised email never arrives, and after two hours on hold, you still haven\u2019t spoken to anyone. That\u2019s what happened to Youp van \u2019t Hek in mid-September with KLM. His point wasn\u2019t about the cancellation. It was about […]<\/p>\n","protected":false},"author":15,"featured_media":7786,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-7792","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"acf":[],"yoast_head":"\n\n