Consumers now come face-to-face (or voice-to-voice) with chatbots on a regular basis when making phone calls to many brands.
The majority of phone calls to companies take place in contact centres, which means that they play a crucial role in shaping customers’ perception of a brand.
Companies claim that automating communication with the customer is making their journey much more efficient and streamlined. But is that really the case or are companies just putting a barrier between them and their customers?
There is no excuse to forget the basic rules of customer service; technology can be used to enhance this – not replace. So, what are these rules - and how can businesses get them right?