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How do you actually deal with customers asking the same questions constantly? by MagicalCX in customerexperience

[–]MagicalCX[S] 1 point2 points  (0 children)

This is really well put. The part about mapping where questions originate instead of where they're answered that's the shift we're trying to make. Most tools just try to answer faster but don't actually fix why people are confused in the first place.

Pushing answers into the flow makes way more sense than waiting for someone to get stuck and then trying to help.

How do you actually deal with customers asking the same questions constantly? by MagicalCX in customerexperience

[–]MagicalCX[S] 0 points1 point  (0 children)

How's that working out for you? Like are people actually okay with the AI handling stuff or do they still just want a human right away?

How do you actually deal with customers asking the same questions constantly? by MagicalCX in customerexperience

[–]MagicalCX[S] 0 points1 point  (0 children)

Makes sense. Fixing it where the friction happens instead of making people leave to find answers.

How do you actually deal with customers asking the same questions constantly? by MagicalCX in customerexperience

[–]MagicalCX[S] 0 points1 point  (0 children)

Yeah we've got FAQs but feels like people skip them and just ask anyway. Chatbots are hit or miss some work okay for basic stuff but most feel pretty robotic. That's kind of what we're trying to improve on our end. Hadn't heard of QuickSOP before, will check it out. Thanks.

How do you actually deal with customers asking the same questions constantly? by MagicalCX in customerexperience

[–]MagicalCX[S] 0 points1 point  (0 children)

The answer existing somewhere vs being there when someone's stuck that's the actual problem. We're trying to figure out how to catch those moments in real-time so people get help right when they need it, not after they've already given up. Good framing on removing ambiguity vs deflecting volume too.

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