Chatbots: The future of customer service?
It’s not particularly uncommon to come across organizations, businesses, and people who still implicitly perceive customer support and customer service as something not really worth investing in. Just a couple of days ago, I faced a problem with a Nordic low-cost airline carrier that has almost every year won several prizes and other forms of recognition. My problem was that I was unable to change my password on their website; I followed the instructions to reset my email, and after I couldn’t do this by myself, I decided to give them a call to get it done. I didn’t have to wait a long time to talk with an agent, but then the problems started. The agent was unable to retrieve my information, and I had to spell my name out in various ways. I don’t consider myself as fluent as a native English speaker, but I always get things…
The world is changing, no doubt about it
All change is hard at first, messy in the middle and gorgeous at the end. – Robin Sharma The world of business has been changing so fast and unpredictable lately that sometimes it is hard to remember when this all started. Things have always started but nowadays no day passes without reading about some exciting new developments and novel approaches. One of the main changes that we have witnessed over the years, for example, stems from the way that clients and customers expect to be treated throughout their journey. This trend has increased with the emergence of social media; just reflect on the recent United Airlines scandal where an unwilling passenger was forcefully dragged off the plane in an overbooking situation. This unfortunate incident went viral thanks to the social media, and it caused significantly reputational damage to the United Airlines. [1] Although the incident was settled in late April, it still leaves a bad…