Once you have made a sale, you will often need to give support to your customer. Many people don’t realise that what is totally obvious and intuitive to them is foreign to the customer.
“Turn the handle to open” is very clear. BUT which way? Left, right, up, down? A car I bought a long time ago had a little button next to the key that you had to press to remove the car key. I couldn’t do it the first time. Afterwards it became muscle memory. My current car has a switch that disables automatic opening and closing of side mirrors. The day after I bought it, I inadvertently pressed the button while opening the windows and had to phone the dealership in a mad panic because I thought something had broken.
The point is most customers require a little bit of support on any product. It’s a tiny issue to you, but the customer can get very frustrated. Think of how you set up your email on your new phone. It’s a 20 second task – or a 2 hour frustration!
What should companies do? Tell the customer he is stupid? Tell the customer to put in a support request and get the answer 2 days later. Then have to put in another support request because the first answer was not clear.
In the IT world people use RTM – read the manual. One IT person used to say to his customers “You have an ID 10 T error” and then laugh. When the customer asked what it was and he said “Put it all together to get IDIOT”
No, customers are not ‘idiots”. They just don’t know how to do a task that is obvious to you. Manuals are sometimes to easy to read to get to the specific issue. My new car has a 300 page manual. Where do I look to solve the “mirrors don’t open” issue. It is there – it is just not in the index using that phrase.
This is where an AI LLM (artificial intelligence large language model) makes sense.
The best solution by far is a Product Support AI chatbot. This chatbot is trained on all your support issues and gets updated with additional knowledge each time a different question is asked. It will handle 100% of the ID10T errors without being rude or obnoxious. It remains polite, empathetic and infinitely patient. It answers within our target time of 15 seconds and allows multiple questions on the same topic until the customer’s issue has been resolved.
It will handle 80-90% of other queries, freeing staff to concentrate on very specific other issues. As always it will handle all the queries at a time that suits the customer, be it at 3am in the morning or over weekends.
Benefits
- convenience for the customer
- faster support to the customer when he needs it
- saves time and money
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