Why Customer Service Matters
The Sidekick AI Team | Wednesday January 26
Most businesses are finally coming around to see how important customer service is to their customers happiness.
In 2021, over 45% of businesses said customer service would be their top priority, more than any other category. So what does that mean for your business?
For starters, if you don't have top-notch customer service, customers are going to notice. Gone are the days where long wait times (days!) for a response were considered the norm. People want answers, and they want them now. So how can a business keep up with the rising standards of customer service?
One way would be to hire a team of customer service representatives to work around the clock manning the phones and email account in order to get that fast response time customers are looking for. But when smaller businesses start looking at the cost of hiring these representatives, they nearly faint! To have just one 24/7 rep working customer service, businesses are looking at paying over $70,000 a year!
Many companies have tried turning to chatbots in the past to solve this problem. It seems like a good solution on the surface: cheap, fast and friendly! Except not. Not at all. Sure they might be cheap and fast, but they aren't even remotely friendly, and in order to make them helpful, businesses have to predict everything the customer may want in advance, and create a conversation tree to handle every possibility. This gets out of hand fast:
And since there's an infinite amount of things the customer could say, they'll eventually find something that hasn't been covered in the tree. There has to be another way.
This was the exact thought we had at Sidekick a few years ago. We believe that customers deserve exceptional customer service from every business. We also believe that businesses shouldn't have to spend an arm and a leg just to provide good customer service. So we've worked long and hard to create one of the smartest AI systems in the world, and taught it to talk to people. We've fed in millions of conversations to teach our agents to understand how humans talk, not just give canned responses. We understand that talking to a dumb chatbot is one of the most frustrating experiences in the world, so we've built our system on state-of-the-art AI techniques to infuse it with as much intelligence as possible.
What we've got for our efforts is one of the most advanced AI customer service agents in the world. We're super excited about it, and businesses are as well. They get the best of both worlds: exceptional customer service, around the clock, without costing tens of thousands of dollars in the process.