2023-08-09 18:46:52
Have you come across insanely annoying chatbots, when communicating with them, you solve the main quest – how to quickly contact a person? If yes, please support this post, suddenly one of the adequate companies will see this and change something.
“id”:789614,”type”:”num”,”link”:”https://vc.ru/life/789614-pozovi-operatora-kak-zhe-besyat-eti-chat- boty-nu-ne-rabotaet-eto-ponimaete-ne-rabotaet”,”gtm”:””,”prevCount”:null,”count”:98,”isAuthorized”:false
“id”:789614,”type”:1,”typeStr”:”content”,”showTitle”:false,”initialState”:”isActive”:false,”gtm”:””
“id”:789614,”gtm”:null
1769 views
Hello everyone, my name is Misha Kuzmin from Discount and I just got tired of constantly writing the same request in online chats, solving the same quest – how to quickly reach a living person.
Why am I writing this?
I know that Visi is read by many brand executives: Tinkoff, Alfa and other companies. Maybe at least one of the big companies will pay attention to this post if it gains popularity.
I want to ask you (large companies), do you consider the statistics of how often a virtual assistant a la Oleg and others helps? How often do people try to reach real people and really solve problems?
Why are you hiding real people behind a ton of questions?
This is just unrealistically annoying and infuriating !!!
Well, make you the “Call a person” button right away, for God’s sake!
I still remember how Tinkoff Bank helped me when I was in the jungle in Cambodia in 17, restoring access to the Internet bank, because I indicated the wrong number at the entrance. How cool it was when an employee called a local SIM card and carried out verification with me at the request in a chat on the bank’s website. How people helped me in the chat.
Why did you decide to become so annoying, well, it was so good. What happened? When the hell did you all get sold the idea of those freaking human replacement chatbots.
Do you understand that bots do not solve problems, but cut off those who are not persistent?
Do you understand that many people already write call the operator on autopilot? And stupid questions are answered with copy-paste “Call the operator”.
And if so, what is really such a huge savings that it is more profitable to slide into the bottom from a super service?
Sorry if I offended, boiled up 🙂
P.S.
We at Skonta did a study on how people relate to upsells, how they react to different scripts, what affects the conversion and how. And we found out that the more mechanical and artificial it is done, the less people buy and the worse they react. It’s in sales. In technical support or solving problems, don’t even go to a fortuneteller, it’s still more obvious.
We need a quick access to people, a desire to solve a problem, and not to make a person give up and score. In general, there is room to grow (or return to the roots when it was cool).
By the way, if you employ people, not chatbots, and you want to control their work: to understand whether they are proactive and to what extent, whether they really help customers, and do not unsubscribe just for show, welcome to Scont. More than 160 clients are already working with us.
UPD
After writing the article and reading the comments, I came up with a more or less working algorithm with a bot and customer care:
Write a question to the bot – this is ok. But the answer should contain a sentence: either continue to communicate with the bot further (by default), or the “call a person” button, or the “call me” button – this is if the bot has not resolved the issue.
Sometimes it is a hundred times easier to solve everything with a voice, and many do not formulate thoughts well in words during correspondence.
If you are also enraged by stupid chat bots in support and on sites, support with a like, plz, suddenly they will notice this and at least someone will do something. Thank you 🙂
1691625980
#Call #operator #annoying #chatbots #doesnt #work #work