Episode 45: Chatbots: Helpful Assistants or Customer Headache?

CDG BizCast

Chatbots can be extremely helpful when trying to assist customers who are browsing your website for help, need recommendations on what to buy, have questions, etc. But poorly programmed chatbots who send customers nowhere, fail to understand their needs, and fail to send them to an actual customer service agent can destroy the customer/company relationship just like that (and cost your company revenue!). We discuss some examples on how chatbots have destroyed the customer service experience with our consumer panelist Sara Russell, and what you, the business owner must know before you implement a chatbot into your sales strategy.