Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
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- Don't you hate it when you're on live chat & you come back to the chat 5 mins later to messages like....
- We're all multi-tasking when speaking to customer support, because they don't reply instantly.
- Accept that your customers are busy people and aren't glued to your live chat. Give them ample time to respond.
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Jul 15, 2024 11:44 AM
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Jan 23, 2024
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Don't you hate it when you're on live chat & you come back to the chat 5 mins later to messages like....
- "Are we still connected?"
- "I've closed this ticket as I haven't seen a reply"
We're all multi-tasking when speaking to customer support, because they don't reply instantly.
But when you're away for 5-10 mins, some support agents start to close the conversation & support ticket automatically.
And then you have to start again. Infuriating.
Accept that your customers are busy people and aren't glued to your live chat. Give them ample time to respond.
My hunch is that this behaviour is driven by support agents being incentivised to improve resolution times.
So while your metrics might look good, it's probably hiding some very frustrated customers!
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
