Call Centers and Chatbots
Dec 14, 2021•22 min•Ep. 68
Listen to this episode in Metacast mobile app
Don't just listen to podcasts. Learn from them with transcripts, summaries, and chapters for every episode. Skim, search, and bookmark insights. Learn more
Episode description
We've all been there. Frustrated on the phone calling a customer service center after pressing "1" for this or "3" for that, only to see we have gone down the wrong path. These types of interactive voice response systems (IVRs) are notoriously annoying. Chatbots are supposed to make reaching customer service better, but have they? Who are they designing these systems for? How can they be made better? Are live text chats with agents better? In Condensed Soup, Lisa, Diana, and Chris discuss the one thing that can make dealing with customer service better.
Send us your thoughts on the user experience of videoconferencing platforms or ask us anything by emailing us at UXSoup@strategyanalytics.com.
For the best experience, listen in Metacast app for iOS or Android