Zingtree Tags: customer support strategy

You Are Talking to a Robot. How Does That Make You Feel?

Chat is an incredible tool for having a real-time conversation with a customer on the other end of the computer. It’s been proven to be one of the most preferred methods of communicating with a customer support representative online. In fact, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t.

But how do the tables turn when chatbots are introduced into the customer service mix? Do customers really mind if an automation is clicking “send” on their responses? Alex Debecker of Ubisend and VentureBeat teamed up to publish this article on the issues and real questions around having a robot do the talking.

Read a portion of the post here, and the rest on the VentureBeat site:

Conversations about chatbots helping humans in the workplace always brings up the same range of issues. We often end up discussing the place artificial intelligence will have in our lives. We (very) often talk about robots taking over completely. Some mention ‘the Singularity’ in a frightened tone, while others scoff at it.

Whatever the conversation, it always seems to revolve around the same topic: the impact robots will have on the humans they might replace and/or harm.

This debate is missing an entire piece of the puzzle, though. What about the humans on the other side of the conversation? After all, chatbots are there to converse, and there must be someone on the other end. So how do they feel about talking to a robot?

You are talking to a robot. How does that make you feel?

This is a highly relevant question. A chatbot could be as smart as anything in tech, but if people are reluctant to use it — for whatever reason — it becomes utterly useless. We know the prospect of robots taking over our jobs is scary to some. But how do we feel about chatbots helping us in our daily lives?

Thankfully, a few studies have allowed us to answer this question.

Mimi An from HubSpot shared the results of her study on the topic of artificial intelligence in eCommerce and customer support. The study found that only 57 percent of the people interviewed would rather get help from a real person than an AI program. To support this statistic, 40 percent answered they didn’t care whether they are talking to a human or a machine as long as they get the help they need.

Continue reading the article >>

Check out Ubisend’s 2017 Chatbot Report here >>

How does the thought of robots taking over live chat support make you or your business feel? Share your thoughts in the comments below.

Customer Service Skills for the Next Generation of Support

As opposed to the traditional support methods focusing on being reactive, being proactive is the new way to control and scale your customer care. Beyond a customer service strategy in itself, proactive customer support is the one true driver of retaining customers and building relationships.

What does this mean for customer service teams? Anticipating customer issues and addressing them in engaging, informative, easy to understand ways. Luckily for agents and teams today, this can be done in a number of helpful formats – through tutorial videos, interactive knowledge bases, FAQs, decision tree troubleshooters, and other instructive media.

Beyond providing excellent self-service customer support methods, it’s still important to have basic contact information ready to go and easy to find, even in today’s digitally focused world. Studies show that 41% of companies currently don’t make this information visible or quick to locate – to be the best, you should always balance interactive decision trees and other helpful media with any and all platforms of communication available.

The Next Generation of Customers

Millennial customers today are like an entirely new category in their own light. Where previous generations prefer more one-on-one connection and personal relationships, young people today lean towards self-help solutions and fast-paced interactions.

In recent studies, it was found that nearly 70% of millennial females are comfortable resolving CS issues on their own, and 56% of millennials moved their business elsewhere as a result of poor customer service. With the trend continuing toward self-service support and easy, positive experiences, it’s more important than ever for businesses to be thinking about the next generation of forward-thinking, self-solving customers.

The 4 Most Important Customer Service Skills to Master

Your business’ millennial customers today will bring about the next generation of confident and well-researched purchasers. In terms of customer service skills, and in our own experience, here are the top few that agents need to truly master before that next generation comes.

1. Professionalism

The face of your business relies on the tone, grammar and writing style across digital ways of communication, as well as the professionalism and conciseness of any phone interaction. Some rules for professionalism in email or chat customer service: no abbreviations or lingo, check your information, and definitely never be pushy or leading.

Being understanding, friendly, informative and quick to respond to any customer service interaction is the best way to remain professional and help a customer resolve any issues with lightning speed. When in doubt, one of the best ways to promote better professionalism is to craft standardized decision trees and agent scripts that follow your company’s voice and brand perfectly.

2. Empathy

Every customer wants their issue to be understood and cared for. Customer service agents need to put themselves in the customers’ shoes and broaden their perspectives (and vocabularies, in some cases) to understand where the issue came from and how it can be resolved.

Everyone involved in a customer service interaction is a person — showing compassion and empathy in genuine ways for the problems they are facing, or relating on a more positive note, shows that you care and builds loyalty with the customer.

3. Assertiveness

With professionalism and empathy comes a need to be assertive in customer service situations. Now, we don’t mean aggressive — we mean being completely clear, confident and direct with the information provided and support offered. Taking control of a customer service interaction in a calm and helpful way by asking appropriate, direct questions will help guide support agents to the right conclusion far easier and faster, and the customer is much more likely to feel that the agent they spoke with is the right person for the job.

4. Expertise

32% percent of those surveyed in a recent State of Social Customer Service Report found the phone to be the most frustrating way to engage customer service (ConverSocial).

Without your customer service agents fully mastering the ins and outs of your business and product or service offering, they’ll never feel 100% comfortable and confident helping customers, and in return, customers will be more frustrated. Customer-facing agents should always be trained experts on every relevant inner working, allowing them to be more empowered to answer questions accurately and directly.


The main goal of customer service skills for the next generation is to make it easier for customers to solve problems, access help themselves, and feel totally satisfied with their relationship with your company. With Zingtree decision trees built for your business’ needs and scripts customized to your brand’s voice, customer service agents (and your customer service strategy overall) will become more effective, efficient, and automated.

Take a look at our Gallery to get more customer service inspiration, or get started with your own interactive decision tree or agent script to help streamline your customer service team.