Complete Story


Time for a Conference Chatbot?

The option creates less wait time and improves customer service

A few weeks back there was a discrepancy in my cellphone bill that I was dreading having to resolve. Why? Because I thought it would involve me having to call customer service, sit on hold for at least 20 minutes, and then be passed from representative to representative until my issue was finally resolved—at least 45 minutes later.

But, lucky for me, as I was on the company’s website looking up the number to call, a chatbot popped up with the following words: “Hi, I’m Jennifer. Can I help you with something?”

I typed in my issue, gave her a few account details, and no more than 10 minutes later, my bill was fixed. It was a surprisingly quick and easy way to interact with their customer service team—and much better than being on hold forever.

Please select this link to read the complete article from Associations Now.

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