Do you remember when one could call a company and speak to a real human being ? What happened?
In our rush to reduce costs in the corporate world by slashing headcount we have arrived at a place where, if you have a question or a problem, there’s no one to talk to anymore. Organizations have rushed to implement chatbots, the majority of which are unable to answer standard questions, offering only boilerplate “non-help”.
The result: a race to the bottom with customer service standing at an all-time low.
This presents a wonderful opportunity: Any company that wants to stand out and develop a unique relationship with its customer base can now stand head-and-shoulders above the rest by employing human beings who interact with other human beings. The world has become increasingly frustrated and exhausted from useless and faceless technology that has failed to replace useful and friendly humans.
This presents a unique opportunity to become distinctive in the marketplace. Do you want to be different and better? If so, dust off the phones and bring back the people to answer them when customers call.
Who is “Lance”?
I love the premise and clarity of this article.
I presume that Lance is a real human being, but why has the author of this article not identified himself or herself to the public more completely as a real human being? If I am curious and want to know more about the motive for writing this article, or if I want to explore additional ideas from the author, how can I possibly do that, knowing nothing more than “Lance”?
If you’d like to know more Dennis, just start a conversation or search my name on the Internet!
I have to hand it to Rogers. Not only do they have live humans but they’re all in Canada. They’ll make a point of saying where they’re located. It’s a small victory.
This is very interesting, Lisa. I abandoned Roger some years ago when their service was appalling and fled to Bell. So I am so glad to hear they have upped their game.