You get the monthly bill via email from your cell phone and internet provider. Upon review, you see that once again, your provider has overcharged you. Annoyed, you try calling their customer service number, and get this: “Your approximate wait time is 42 minutes. Please stay on the line, or hang up and call back later.”
We’ve all been there. As a consumer and an individual, we’d like to think our time is valuable—and spending time on hold, or waiting days for an answer to a question on social media, isn’t acceptable anymore.
But as a business, what does this mean and how can you improve it with a digital approach?
Here are three things to keep top of mind when evaluating your customer experience in the online space:
What used to take an army can now take a single, highly trained computer. Artificial Intelligence programs can not only help your bottom line, but they can streamline and speed up customer service timelines.
Customers are often visiting your website to answer common questions. In the case of a phone bill, many customers will visit a website to ask: “When is my bill due?” or “How can I pay my bill online?”
Having a chatbot answer these standard and rudimentary questions can free up your human resources for the more complex situations that involve dedicated customer care.