Don't Turn Your Agents Into Chatbots!

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https://www.youtube.com/watch?v=AoTjpn_-oHA&t=58s





Please please please please please please for the love of God, don't let your agents become Chatbots. Ever.

Using templates, copy-paste responses, whatever is wasting time. If you want a chatbot, get a fucking chatbot. If you want to use real customer service over chat, have real customer service over chat. It's one or the other. Your people are not Cylons. Your people are not robots. Your customers unless they're weird, don't like robots. 

Look, I get it. Automation is cool. It's hip. It's sexy. It's... whatever. But if you have LIVE humans answering chats... don't turn them into robots. Automation is NOT for human beings. \

If a customer has to ask if they are talking to a real person (either on chat or phone)... there's two possibilities:

The chat or phone experience is really fucking bad.

The chat experience was leaps and bounds better than any chat they've experienced, including those weird chatrooms back in the AOL/Yahoo! messenger days.


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