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In today’s fast-paced business environment, one of the first areas to suffer is customer service.A simple query to a supplier often results in frustration, delays, or incorrect information. Sometimes, you have to beg a company to do business with you. Responsive Service Best practice is simple: when I call, email, message, or WhatsApp a company, […]
Customer Service in South Africa Read Post »
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
Interview – Customer service and support Read Post »
Just yesterday someone was complaining on LinkedIn about poor service he had received from his ISP. It seemed well justified. They had taken ages to respond to him. The thread though was about how bad AI and automation was. In this case the ISP was NOT using AI or automation. They have a LIVE CHAT
LIVE CHAT vs AI Chatbot Read Post »
If you have a query with your supplier they typically implement customer support/customer care as follows:Large corporations use a multi-channel approach: Generally you will phone the call centre, or send an email or WhatsApp or fill in a form on their web site. All queries go to their ERP/call centre system/CRM. Someone will pick up
Customer Call Centres Read Post »
There’s a retailer I buy from occasionally. Yesterday I saw their Facebook advert saying send a WhatsApp to <xxxxx> for daily specials. The reason I saw the advert was because I was considering buying something and remembered they also supply it, so had visited their Facebook page. I sent the WhatsApp yesterday at 8:56am.I received
What a Waste of a WhatsApp Read Post »
The answer is slowly and carefully.Most big businesses ignore this advice and are spending millions on the most expensive consultants and then designing expensive software that will never work and be overtaken by better technology before it is implemented. Who remembers the early days of e-commerce? Around the year 2000, Standard Bank spent millions creating
How do you start your AI journey? Read Post »
I know I sound like a broken record, but if companies would care about their customer service, I wouldn’t need to complain.On Saturday I saw a product I want to buy, but I know competitive products had problems with the handle so I wanted to know if they keep spares. This company’s website had a
Automate. Automate – the act of getting work done in your business automatically. We are all familiar with a production plant that runs almost automatically. That fills up bottles, closes them, seals them, put a label on them ready for delivery, all without human intervention. We all are familiar with a website that takes your
