Customers want to talk to real people

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This is one of the most common myths. In reality, it is not: customers want their problems solved NOW. It is assumed that the best solution to requests is to have real people on the other side of the computer. Platforms like DigitalCX can answer questions that have not yet been asked, understand exactly what each customer is asking, and provide timely, personalized answers. By assisting more people online, you will free up your switchboards or live chat agents to focus on more complex problems.

3. Are FAQs enough
Are they really? FAQs are obviously useful, because switzerland telegram number database they offer immediate answers to very specific questions. But let's dive into three aspects related to their characteristics together.

– The first is the limit to the number of questions you can ask. What if the 10 most popular FAQs are not enough? The customer will have to browse through several pages and try to understand where on earth the answer to their question could be.

– The second is the limitation of the number of FAQs (for example 20 or 30 per page, hidden behind headers or buttons) which leads to the same difficulties as a search bar. The customer has to try all the options until he can find the right information.

– You have collected a lot of information about your customers, what they ask and how they ask it: FAQs are an effective and useful tool to leverage this data and offer a great customer experience.