Customer Service Automation? Here's how not to do it.
We've been having an interesting time with our Mobile service provider of late. In this latest spat of wrestling with the corporate dragon, the conversation quickly deteriorated into some fantastic comedy moments:
My discussion with Customer Service O2Bot - Lucy
 |
| Our Answer: |
| Hi I'm Lucy, how can I help you today? |
| You asked: |
| Hi Lucy, I need some help with our Business account, we have technical problems with two of our phones, and also a problem logging into our account via the O2 website. Our contract number is DNAG-003347987 |
| Our Answer: |
| I'm sorry but I won't be able to answer such a long question. You can click on the 'My O2' link below for more information on your account. Otherwise please could you rephrase? My O2 |
| You asked: |
| How about I go to Vodafone instead, thanx |
| Our Answer: |
| I'm delighted to help. |
| You asked: |
| Great, so you'd be happy to help your new customer move to Vodafone? |
| Our Answer: |
| We are glad you're thinking of joining O2 and for me to help you with your query please choose an option from below: 1. PAC Code information 2. Request or cancel a mobile number transfer 3. Timescales and charges for keeping your number 4. What to do before the day of your number transfer |
| You asked: |
| No you misunderstand as usual. We have had enough of your rubbish service and we are going to terminate our contract with O2 and move to Vodafone. Are you sure you are delighted about that ? |
| Our Answer: |
| I'm sorry but I can only understand one sentence at a time. Please could you simplify and rephrase your question. Alternatively, Click here to find out how to contact customer services. |
| You asked: |
| I see, well that's better than your Human counterparts they can't get that far. |
| Our Answer: |
| I'm glad. |
| You asked: |
| You're glad that your customer service agents can't understand one sentence ? |
| Our Answer: |
| I know you're talking about services but I'm not sure of your exact enquiry. Please rephrase your question or take a look at the FAQs to the left. |
| You asked: |
| Yes Services, your are completely rubbish and nothing works. |
| Our Answer: |
| I know you're talking about services but I'm not sure of your exact enquiry. Please rephrase your question or take a look at the FAQs to the left. |
| You asked: |
| I see, OK well can you tell me why our phones can't send SMS messages ? |
| Our Answer: |
Important Note The 'delivery report' function is not supported on our network. If you'd like to receive delivery reports, you can enter *0# followed by your text message and then send the message as you usually would. Has this resolved your issue? Yes No Go Back |
| You asked: |
| Look Lucy, it's been a blast, but we're not getting anywhere. |
| Our Answer: |
| To send a text message from your mobile, you must have the correct message centre number stored in your mobile phone. For customers on the Pay & Go™ Original, Pay & Go™ Talkalot, Pay & Go™ Wild and O2 Online Pay & Go™ tariffs, your message centre number is +447802092035. For all other O2 customers, including U, Easylife, Pay & Go™ Free Best Friend and all Pay Monthly tariffs, your message centre number is +447802000332. Has this resolved your issue? Yes No Go Back |
| You asked: |
| OK, never mind I think I will just transfer our account to Vodafone. |
| Our Answer: |
| Occasionally dust and static can build up on your SIM card and prevent it from working correctly. To clean your SIM card, turn off your mobile, remove the cover and the battery. Slide out your SIM card and wipe it down with a dry lint free cloth then place it back in your mobile. Replace the battery and cover and turn your mobile back on. Has this resolved your issue? Yes No Go Back |
Abazander: @Brat13
Abazander: @Brat13 Im actually in the process of culling of loads of accounts we follow, due to so much rubbish
Abazander: @Brat13 yes I reckon they have, I also get a tonne of twitter fritters, shame cos it's ruining social.
Abazander: @filiptepper Its always tough call knowing whether to point out the obvious, anything in the log output ?
Abazander: @cebu_iphone Add #iSAMMobi into the mix, and your mobile on iPad or Android too, integrates excellently with #SugarCRM http://t.co/JWNwvY2q
Abazander: @filiptepper silly if you know this, but do you have errors on in your php.ini, also you might want to try Xdebug HTH
Abazander: @CoopstarBlast Have you seen the website page tracking tools that extend the SugarCRM campaigns, available in iSAM http://t.co/I3OlOKEr
Abazander: @gayraineXYYC iSAM Mobi is a mobile app for #SugarCRM versions for Android and iOS - http://t.co/JWNwvY2q
Abazander: @NancyMyrland Well exactly, it's hard to get stuff done with all these communication channels, equally it's hard to stay in stream too
Abazander: @Brat13 Im actually in the process of culling of loads of accounts we follow, due to so much rubbish
Abazander: @Brat13 yes I reckon they have, I also get a tonne of twitter fritters, shame cos it's ruining social.
Abazander: @filiptepper Its always tough call knowing whether to point out the obvious, anything in the log output ?
Abazander: @cebu_iphone Add #iSAMMobi into the mix, and your mobile on iPad or Android too, integrates excellently with #SugarCRM http://t.co/JWNwvY2q
Abazander: @filiptepper silly if you know this, but do you have errors on in your php.ini, also you might want to try Xdebug HTH
Abazander: @CoopstarBlast Have you seen the website page tracking tools that extend the SugarCRM campaigns, available in iSAM http://t.co/I3OlOKEr
Abazander: @gayraineXYYC iSAM Mobi is a mobile app for #SugarCRM versions for Android and iOS - http://t.co/JWNwvY2q
Abazander: @NancyMyrland Well exactly, it's hard to get stuff done with all these communication channels, equally it's hard to stay in stream too
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