A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, puts off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.
The thing is, I rarely want money from them, I just want to provide them information to make my experience as a customer better. For example:
my card kept getting declined, so I wanted to help their investigation by flagging fraud
close a credit card - feel free to show me retention offers and whatnot, I’m more likely to accept online than over the phone
report an internet outrage and see whether there’s a known outage - I actually can make a report, but they’ve never followed up, so calling is the only way to make sure they actually got it; I just want to know that they know about it
I can see a reason for the credit card thing sucking since they want to make a bad offer and keep you as a customer, but at least for me, all of the above would make me more likely to stay a customer instead of switching to a competitor (and I’ve seriously considered switching each of the above).
Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, puts off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.
The thing is, I rarely want money from them, I just want to provide them information to make my experience as a customer better. For example:
I can see a reason for the credit card thing sucking since they want to make a bad offer and keep you as a customer, but at least for me, all of the above would make me more likely to stay a customer instead of switching to a competitor (and I’ve seriously considered switching each of the above).