This has been on my mind this month as I sought to update my broadband. How can these service provider businesses still be blaming Covid for a lack of service?
So many of them have no email address to log a support request and there is no guaranteed SLA (Service Level Agreement) or even a suggestion of when they will respond.
In my world, where customer service is everything, I find it utterly frustrating and simply not good enough. Do they not know there are AI tools and email response BOTs available that LEARN as they go and therefore incrementally improve customer response rates?
So, I am making a personal appeal that anyone reading this in these service provider businesses that have a high-volume of customer service enquiries, please investigate technology and invest in ways to offer a phased and systematic approached to good customer service:
1. Email Automation (AI based tool) that provides level 1 response in minutes.
2. Exception process when above doesn’t answer the query and so the customer can reply with “no I still need help” and the query is passed to a real person for intervention.