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I find these chatbots absolutely useless when I need support for something. They don't seem to do anything besides read off solutions to common problems (i.e. "
by klondike_ 9y ago
I find these chatbots absolutely useless when I need support for something. They don't seem to do anything besides read off solutions to common problems (i.e. "turn it off and turn it back on again").
If I'm going to the trouble to call or email support, I have a question that I couldn't answer with a simple search or with a help article. Wasting my time with frustrating chatbot doesn't get me any closer to a solution.
- Shaanie 9y agoWhile annoying for you and me, many (most?) support issues are basically "turn it off and on again" since most people don't search or read help articles.
- fivre 9y agoThis is the unfortunate necessity of customer support. You may actually read help articles and try to work through possible solutions before finally sending a well thought-out, reasoned request for assistance, but tickets like yours are <10% of the total at best. The vast majority of customers ask basic onboarding questions covered by documentation, questions entirely unrelated to the product because they don't understand anything about it ("hello Ford dealership, I'd like to report a pothole near my home. You deal with things related to cars, right?), or are things that could be avoided by making the product more user-friendly if engineering weren't focused on new feature development instead of addressing technical debt. Chatbots (or the rough equivalent) are a necessary evil to deal with the bulk of customers whose first inclination to solve any problem is to call support.