Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading.
Customer service tech: Helpful or harmful?
Businesses of all kinds are implementing artificial intelligence and other cutting edge technology to make customer service faster, more accurate, and more efficient. Customer service tech has taken some great leaps, but is it taking over completely? Not so fast!
From chat bots to supermarket self-checkouts and beyond, customer service tech has taken quite a bit of the human element from some of our day-to-day experiences. But it has not come without a cost. Larger companies have taken big risks by rolling out new tech that resulted in unforeseen challenges, lost productivity, and customer pushback.
Most of us can’t afford to risk losing customers while we test out our new tech. So how can we implement this new technology without creating gaps in the customer experience, or alienating customers when they need you the most?
Adam and Jeannie share some great examples of customer service tech gone wrong, and what could have been done to make it right from the start. What new tech are you implementing in your business? We’re here to help you look before you leap. Listen in!
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Give your team the customer service training they deserve
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- 360Connext® post, Why Customer Service Technology Can’t Replace Humans
- Customers That Stick® post, Self Service Should Never Mean Solo Service
- Episode 153: Training for New Customer Service Technology
- Episode 174: Robert Scoble, Augmented Reality and the Fourth Transformation
- We’re on C-Suite Radio! Check it out for more great podcasts
Take care of yourself and take care of your customers.