Me: How important is customer service in your business?
CEO: Extremely important — it’s one of the main things that sets us apart from competitors.
Me: How many support calls do you get in a typical day?
CEO: It really depends — it goes up and down.
Me: Do you know exactly how many you’ve received each day since the beginning of the year?
CEO: Not precisely. We don’t track it that closely day by day.
Me: What channels do customers use to reach you for support?
CEO: A few different ones.
Me: Telephone?
CEO: Yes.
Me: Email?
CEO: Yes.
Me: Forms on your website?
CEO: Yes, I believe so.
Me: WhatsApp?
CEO: Occasionally, yes.
Me: Any others?
CEO: I think that’s about it.
Me: Do you get walk-in customers as well?
CEO: Yes, we do.
Me: Roughly how many queries of each type do you get per day?
CEO: Hard to say — it varies a lot.
Me: What are the most common types of queries? The top five, for example?
CEO: Hmm, mostly general stuff — it changes from week to week.
Me: So you believe customer service is a key differentiator, but you don’t actually know how many queries you get, by channel, or what they’re about?
CEO: We’ve been doing this a long time — we go on experience.
Me: How do you decide how many staff to assign to customer service without knowing which channels are busiest?
CEO: Again, we rely on experience.
Me: On average, how long do customers wait for a reply — by phone, email, form, WhatsApp?
CEO: It varies quite a bit.
Me: What about after hours or weekends?
CEO: Not always covered.
Me: Do you log every interaction in your CRM or another system?
CEO: We try, but it’s time-consuming and not always consistent.
Me: Would you be interested in a solution to all these questions without adding more work or cost?
CEO: Of course, but solutions like that are usually complicated and expensive.
Me: No, not all all. I’ve been describing our AI powered chatbot.
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