One of my big complaints when I deal with companies is they never get back to me, or take days or weeks to reply. On Friday I ordered something on-line. Soon afterwards I received a message that the item will be delivered on Saturday between 8am and 8pm. This meant I had to stay home the entire day.
I sent a message to the company at 13:38 on Friday asking why they could not narrow down the time, to maybe 2-3 hours or send a message when they were 30 minutes away. They replied on Saturday at 11:51 telling me that was the process and ending with “We hope you’re pleased with these methods.”
They had replied nearly 24 hours later with “tough luck”.
Why did they not reply sooner?
This is one of the largest companies in the country.
I’m not naming them, rather pointing out there are better ways to respond to customers and hoping that you are using or going to use these better methods.
Obviously a low cost AI chatbot or AI powered WhatsApp responder is my preferred solution. Even if the AI is badly implemented, nothing could be much worse than saying “This is our process, We hope you are pleased with these methods” Multiple expensive call centre agents earning R12000-R15000 per month each should be replaced by one R2000-R4000 per month AI Agent.
Makes business sense and for happier customers!
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