14 December 2018
For Better Customer Service, Busy Santa Looks to Live Chat and Chatbots
Gone are the days when Santa, who’s also known as Father Christmas to some people, just received letters from the world’s boys and girls. Digital technology has also transformed the way people make contact with him to implore him to make their dreams come true. Today, he has to think about, mobile, email, telephone, live chat and chatbots. So, technology is vital to his ability to deliver better customer service – and this includes allowing parents and children to use chatbots as a self-service option.
All of this has led him over the last year to put a digital transformation programme in place, to ensure that parents and children can ‘speak’ to his Customer Elf Representatives to meet their requests and resolve any issues that arise with their orders as customers. He hopes that the programme will also enable him to more efficiently and effectively measure is organisation’s ability to meet customer expectations – including his ability to deliver what everyone wants for Christmas.
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