I’m a real human!
It has now become very essential to state that.
With the advent of chatbots, you don’t know if you are chatting with a human or a bot.
Whether it is sales or customer service or marketing, chatbots provide the first level of service to customers. In case it does not satisfy the customers, then a human intervenes.
What has been your experience?
Do you like chatbots?
Or does it leave you unsatisfied?
I think, it was 1996. And I was selling Norton Anti Virus Software. Who needed it? Who was the target customer? Anyone and everyone who used a PC. I chose prospects who had a huge network of offices [and a network of computers, of-course] with floppy drives [those days] and dial-up internet connections [viruses can travel through any entry point, right?].
One of my prospects was an Insurance company, a really large one. No, not the one you are thinking. I happened to meet the man-in-charge at their headquarters. He had a brother [how did I know that, let’s come to that later] who worked for a holiday resort company, again in IT. I didn’t know, their parents were really smart to have their sons trained in IT during those early days. The man in the insurance company was 50+ then.
He looked at our quote in detail. He saw the slab prices and chose the lowest price but didn’t bother to meet the requirement of the slab.
Instead, he demanded that price for lesser number of licenses.
Do you know what we did?
We gave it to him. The man was happy. He also requested us to physically deliver the virus updates every month to all their offices in chennai.
And you know who did that. It was none other than Yours Truly. Who else would do that?
When it came to customer service, I raised the bar, time and again.
The moral of the story?
Keep your customers happy! And they will ensure your happiness!
I wish companies that use Chatbots for Customer Service now use it more intelligently. Before they roll it out, they should sit with their customers and see how they navigate and find if they were able to get what they want. There should be an option to contact a real human at any point in that journey.
I knew those two gentlemen [referred above] were brothers not just because they shared the same last name but because I probed [not hurriedly & not on the first call] over time and found it out.
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