I think my spaghetti sauce is fantastic. I believe this despite the fact that no one ever asks me to make it. No one throws a dinner party and cries, “Oh, you simply MUST bring that sauce!” Oddly, whenever I follow a different recipe on YouTube, I am amazed at the taste, although (until I wrote this) I never faced the hard truth of why I lose in even my own comparison.
Similarly, most companies assume they offer good support and customer experience. It’s hard to measure, so if things aren’t on fire or complaints aren’t overflowing, we call it a success and move on. Customers must be happy, right?
Nope. Survey after survey proves we fall short. When Bain and Company surveyed over three hundred firms, they found that eighty per cent of organisations rated their customer experience as “superior.” In contrast, customers stated only eight per cent of those companies deliver at that level.
But my spaghetti sauce! It’s good... Right???
Receiving and processing objective feedback is one of our greatest challenges as humans. It’s also one of the most critical elements in delivering a great experience. It requires a willingness to listen. Online, it requires a low barrier to communication. If a company makes it difficult to ask for help or does not offer ways to hear feedback from customers, it sends a message.
This is easily fixed if we are willing. And technology has evolved significantly. Quickchat and other chatbots can hook into your Drupal CMS and offer automated AI and human interaction. They can answer support questions, provide business info, and receive valuable feedback. It’s a proven tool: companies with live chat have their customer experience rated almost 20% higher than companies that only offer email support.
The Quickchat module is a feature of Convivial, our curated Drupal-based offering. It helps deliver a better, more relevant, personalised experience.
- Quickchat uses your Drupal site as the source of its answers. It uses AI to deliver the right solution to inbound questions quickly.
- Quickchat allows you to use the same Knowledge Base written in English to create a multilingual AI that can respond in most languages.
- When it runs out of answers, or if your customer asks, it can automatically hand the conversation over to one of the humans.
Most importantly, in the killing-two-birds department, it can forward feedback to your website managers while providing a better user experience.
Click here to discuss Quickchat and Drupal with us. We are experts at closing the gap between the service you want to deliver and the service your customers are getting. We have ideas about providing a great customer experience.
Author's note: my spaghetti rocks. I swear.
