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Conventional Systems aren’t built around the customer
What is an intelligent system?
Is there really such a thing as an intelligent customer support system? The truth is that any product or service, whether an IT system or a hamburger must the needs of its target audience. That is what an intelligent system does. Conventional customer support systems such as e-mail or ticketing software don’t really take customer behavioral patterns into account. They are non-intelligent systems that annoy customers because of the following reasons.
No instantaneous response when you need it
Customers want answers and they want them NOW. Most e-mail based systems are simply a message routing tool for the business team to collect customer queries and “eventually” get back to them. Even the best of businesses find it difficult to get back with an answer that is as fast and comprehensive as customers need.
The best resource isn’t applied first
E-mail based systems or even ticketing software typically don’t differentiate between questions based on how unique or routine they are. A question which is asked every other day and an enquiry from a potential high value client is treated in the same way.
Moreover, with the high volume of e-mail that many customers have, e-mail is increasingly going the way of snail mail – something to receive bills or park junk mail in. There is a chance that communication through e-mail, if not sent from a friend or a known e-mail address, may get missed or be treated as unimportant.
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