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I’m your customer. When I say “jump”, I expect you to be in the air already.I’m your most irritating customer. My demands are off the charts. If I call you at 3 in the morning, I expect you to thank me for calling. If I send an email, I expect your reply to come back […]
A potential client of our Customer Support and Product Knowledge AI Agent and asked some pertintent questions relating to hallucination and if the system can be broken. This is a summary of my response: Obviously the objective of an AI Agent is to ALWAYS give the right answer. If it does not have the answer
Does AI Hallucinate? Read Post »
The vast majority of businesses are looking at AI, but an even bigger proportion are not using it in any productive manner. Yes, many people are using ChatGPT to write up articles, often bad articles with lots of these double dashes ‐-.Yes, some IT people are using AI to automate various processes, but the average
A Good Way To Start Implementing AI Read Post »
R10 000? R20 000? R50 000?R 500 000?Go on, add it up. Every minute that someone is doing customer support counts. Even if it is answering a telephone or an email or a WhatsApp.Of course you want those inquiries to come in – they mean business for you. Now count the cost of missing a
How much does your support team cost you per month? Read Post »
Me: Before I make my purchasing decision, I have a couple of questions to ask.Them:Me: Which will suit me better? X or Y?Them:Me: What bulk discounts do you offer?Them:Me: I might need some support, can you help me?Them:Me: How do I install this feature?Them:Me: Can someone please get back to me today?Them: Them, 3 days
My Purchasing Decision Read Post »
One of our AI clients, a small on-line store receives about 300 questions per month.About 10 of those questions ask for a human to talk to.300 questions? Not a lot you may say.That’s 15 per day. Not a lot you may think. 15 questions take about 4 minutes each to answer. Some quicker, others are
Efficiency continued Read Post »
One of my roles is to convince companies that we can improve their customer support, customer service and provide better product knowledge to customers. That we can help them give better responses to customers quicker than their existing customer support methods. It can all be done efficiently and also save time, effort and money. Sounds
Better Customer Support and Service Read Post »
One of my roles is to convince companies that we can improve their customer support, customer service and provide better product knowledge to customers. That we can help them give better responses to customers quicker than their existing customer support methods. It can all be done efficiently and also save time, effort and money. Sounds
Improve Customer Service Read Post »
Most large retailers have a customer loyalty program. They don’t do it to waste money.– They know it works– They know the value of repeat business.– They know the value of a customer loyal to their brand.– They know the value of being able to send messages directly to customers, special offers, useful information.– They
Why don’t small businesses have their own customer loyalty program? Read Post »
Exceptional customer service doesn’t happen by accident – it’s built on a foundation of behaviours and principles that consistently create positive experiences. Among these, four pillars stand out as essential: Promptness, Politeness, Professionalism, and Personalisation. When applied together, they form a service approach that builds trust, reduces friction, and strengthens long-term customer relationships. 1. PromptnessSpeed
The Four Pillars of Excellent Customer Service Read Post »
