The temptation to support customers across all medias is seducing.
Voice, Chat, Email, Facebook, Twitter, Instagram, YouTube, the list goes on and on and is growing every day.
One rule to ensure you’re doing it right, is ensuring you’re providing the same level of service across all platforms so your customers have a unified experience when talking with your agents.
This means when I call in on Facebook with my case id from a voice call, they can look up the interaction, see what happened and give me an update.
The below is a great example of a chat conversation gone horribly wrong with a fellow contractor.
I’ll leave it to you to decide whether it’s a Chatbot or a real agent.
(Hint: Play it out in your own voice as if it was a phone call to determine if it is).