Have you ever called a customer service line in desperate need of assistance only to be greeted by an automated system?

Have you ever gone on a company’s website, and initiated live chat support (with what you thought was a real person) only to have a poorly programmed chatbot talk you in circles?

Unfortunately, I’ve been in both of these situations. I’m sure most people have been. And, I’m sure we can all agree that’s it’s frustrating…infuriating even.

Read more at Limelight, Live Help Now, Customer Think, or Business 2 Community.

Author Notes:

Jeffrey Henning

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Jeffrey Henning, IPC is a professionally certified researcher and has personally conducted over 1,400 survey research projects. Jeffrey is a member of the Insights Association and the American Association of Public Opinion Researchers. In 2012, he was the inaugural winner of the MRA’s Impact award, which “recognizes an industry professional, team or organization that has demonstrated tremendous vision, leadership, and innovation, within the past year, that has led to advances in the marketing research profession.” In 2022, the Insights Association named him an IPC Laureate. Before founding Researchscape in 2012, Jeffrey co-founded Perseus Development Corporation in 1993, which introduced the first web-survey software, and Vovici in 2006, which pioneered the enterprise-feedback management category. A 35-year veteran of the research industry, he began his career as an industry analyst for an Inc. 500 research firm.