Andreï Sochala & Catherine Brodigan
Director of Sales Northern Europe and Asia & Senior Account Manager
Aircall and Intercom
Redefining “personal support” in the age of automation
Today, customers will usually start a conversation through 2 key channels: chat and calls. These channels offer the most direct and personalised conversations.
Nonetheless, many companies are reaching the tipping point where their support teams can’t keep up with their growing volume of support conversations. Automation is supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes.
It all comes down to redefining what “personal support” really means. Calling and automatically redirecting to the right person or chatting and having the most accurate response becomes essential.
3 key delegate takeaways from session:
? How automation can make customer support more personal, not less.
? When to use a bot versus a human, and why.
? How providing the right customers with the right help, at the right time is the key to providing personal support, at scale.