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Showing posts from August, 2016

Putting the Cart in Front of the Horse? Chatbots in Support

My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on support, mobile, the role, strengths and deficiencies of artificial intelligence (AI) and machine learning (ML) and so forth. Most of these discussions dealt with mobile support but also with the question where AI could benefit most. Particularly good one were with Abinash Tripathy, CEO of mobile support platform Helpshift and Srikrishnan Ganesan, founder of Konotor, now hotline.io after being acquired by Freshdesk at the end of 2015.

Both companies have a focus on in-app support, a solution category that basically got introduced by Helpshift, after Abinash identified a lack of good options or delivering support directly to and via mobile phones. One of the premises is that a lot of the technically necessary and relevant information can get collected directly and sent to the service back end transparently. They have some big customers, inc…

Customer Experience Management is about exceeding Customer Expecations - Yeah, Right!

In the past weeks I found more and more articles like this one that talk about the importance of continually exceeding customer expectations to be able to deliver a positive customer experience. Only this way, companies get advised, will they achieve customer loyalty and advocacy.

I, frankly, find this more than a bit disconcerting. To me this seems to be a very wrong objective to put the sole focus of customer experience management on. Minimally it is a very short sighted objective.

Not to be misunderstood. As a customer I like my expectations exceeded, too.

Why is the objective wrong, then?
Where we are at … For a starter, and that may be true for many other customers, consumers as well as business customers, we have grown to expect very little. This is probably following many disappointing encounters where already the basics go very wrong.

I am talking about basics customer experience failures like:
Being ‘targeted’ by and served with irrelevant marketing e-mails, or plainly wi…