I didn't see a choice that matched exactly what I would want. Ideally, I'd like to be able to use a site that makes everything clear and straightforward. However, I do like to know that there is a person I can speak with if I have questions, and I consider access to a live (and, we hope, competent) person part of a customer service.
Of course they are not the same. But some customer services can be automated and be as good as what human can do. It is not that machines will replace us any time soon, but I would prefer to get pre-recorded answers to FAQs than the system telling me "all our representatives are currently unavailable". When human customer services agent is unavailable, the machine can be there to answer "basic" questions.
@HH, Yes, though I bet someone is working on algorithms to address that based on wording. Still, computers are limited to what's been programmed. So if you have an issue that is not standard, you usually need a person to help.
That's why LivePerson will be a hit for those organizations that understand that. It is the same support options just more in touch with the consumer. It will help to increase conversions and keeping customers satisfied.
Ariella, You'll have to wait for the day we fuse man and machine. It's gonna happen (or has it already?) Anyway, there was one featured in Aliens 3. You wouldn't have guessed she was a machine until everyone thought she was dead and she just bounced back. I think she combines feelings with 100 percent expertise!
EBN Dialogue enables and encourages you to participate in live chats with notable leaders and luminaries. Not only editors and journalists, but the entire EBN community is able to comment and ask questions. Listed below are upcoming and archived chats.
Thailand Stages a Comeback Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Microsoft Surface: Potential Winners & Losers What are the implications for the electronics industry supply chain of Microsoft Corp.'s decision to launch its own tablet PC? Join industry veteran and EE Times' systems and OEM expert Rick Merritt on Tuesday, July 3, at 12:00 pm EDT for a Live Chat on this subject.
Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Peter Drucker famously said "Trying to predict the future is like trying to drive down a country road at night with no lights while looking out the back window." Yet in the razor's-edge world of electronics—with a lean supply chain and just-in-time demands—the need to know the future is vital.
While no one really can accurately predict the future, we can take guidance from another Drucker saying which is the best way to predict the future is to create it.
You've heard the saying "the No. 1 supply chain risk is your people." That hasn't always been the case. But today's complex global supply chain requires a new type of multitalented employee. It's one who understands, finance, marketing, economics, is savvy with technology, graceful with relationships and can think analytically.
Where are these people? Are universities properly preparing the next generation supply chain professionals? How do train your existing workforce for these new, demanding positions?
Brian Fuller, editor-in-chief of EBN, will lead a 60-minute Avnet Velocity panel discussion that will ask and answer these and other questions swirling around today's supply-chain talent challenges.