Am I the only one who gets very irritated that it takes companies days and sometimes weeks to respond to a simple query? I’m a customer and they pretty much ignore me or say “they’re busy – will get back to me when they feel like it – 48 hours, 5 days, 3 weeks, etc”
These are for simple type of queries. “tell me more about this <product>?”,
or
“Do I get an over 60s discount if I buy on-line?” This real-life query took exactly 3 weeks to give me the reply “No”.
I asked “Why not” and a year later still have no reply.
How important is it to give a customer a quick response? If you enquire about a product and get a fast response is it more likely or less likely that you will buy from that company as opposed to waiting for 2 days?
Does speed of reply translate into more sales for the company?
If you need technical support from a company, would their speed and accuracy of their support influence your decision to purchase from them?
Again, I’m thinking of simple types of support, “To my ISP: How do I connect my phone to my email account?” or in appliances “How do I set a timer on my new smart oven model <abc>.”
Of course I went out to create a solution. I used AI to make both a chatbot and a WhatsApp AI powered responder. A personalized solution. With the proper training (that takes hours, not days) these AI systems can reply professionally, politely and most importantly, accurately within 12 seconds using your own data.
– 12 seconds day or night, 365 days a year.
– Costing from as little as R2000 per month.
– Cost effective from 10 customer support queries per day to thousands.
You could almost fire your entire customer support team. If they take 3 weeks to reply, you SHOULD fire them.
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