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BizReport : Ecommerce archives : August 03, 2016

Could chat bots improve current state of UK customer service?

UK consumers are not at all happy with the level of customer service they are receiving, according to new research from UK estate agent YOPA. Could AI/chat bots be the answer?

by Helen Leggatt

Fixed-fee UK estate agent, YOPA, believes customer service in Britain needs a complete overhaul, putting the customer at the heart of the experience rather than treating the process as an afterthought.

Their research, involving 2,000 people in the UK, found that a significant number (80%) are "frequently enraged" by poor customer service such as long wait times, complex telephone menus and having to repeat themselves to several different contacts.

A quarter believe that customer services in the UK, overall, is of a terrible standard and many are switching providers and retailers due to poor experiences.

"It's bewildering to me, that in an age where the internet and technology is breaking down barriers, that so many customers are being fobbed off by call centres and automated telephone lines. The poor-performing industries identified in this study are ripe for disruption," said Daniel Attia, CEO of YOPA.

"The customer should be at the heart of the sales process, empowered by technology. All most people want from a customer service department is a prompt and stress-free solution, no hidden fees and politeness - which shouldn't be too much to ask."

Perhaps AI and chat bots are the way forward. With most consumer complaints centering around speed and efficiency, chat bots could be the way forward for brands to provide a 24/7, smart and timely customer service experience.

Recent research from the Direct Marketing Association (UK) found that nearly half (48%) of consumers are interested in brands using artificial intelligence approaches, such as virtual assistants or chatbots, for engagement.

Tags: AI, chat bots, customer service, technology, trends, UK

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