CX Need for Speed

Summary

Gabe Larsen and Andrea Paul of Kustomer bring into focus the need to not merely cater to current customer demands but also anticipate future needs in this conversation on customer service trends and the significance of self-service options. The discussion revolves around the findings of a survey they conducted. One key result reveals that 85% of consumers desire faster customer service, while self-service ranks among the top three preferred communication methods for individuals under 35. Businesses must be proactive in predicting upcoming customer service trends and expectations like these to find success. For those interested in delving deeper, Gabe and Andrea provide information on accessing their full research report and signing up for their upcoming conference, which will delve into the future of customer experience (CX).

Key Takeaways

1. Anticipating Future Customer Needs: Businesses should not only focus on current customer expectations but also anticipate future needs and trends. This proactive approach can help businesses stay ahead and meet evolving customer expectations.
2. Speed of Customer Service: A significant majority of consumers (85% according to the discussed survey) believe that customer service should be faster. Businesses should consider this when designing their customer service strategies.
3. Preference for Self-Service: Self-service options are among the top preferences for consumers, particularly those under the age of 35. Offering self-service options can lead to a decrease in support tickets and increase customer satisfaction.
4. Generational Differences in Preferences: There are generational differences in customer service preferences, with younger generations showing a higher preference for self-service options. Businesses should consider these differences when designing their customer service strategies.
5. Impact of Self-Service on Support Teams: Implementing self-service options can significantly reduce the workload of customer service teams, allowing them to focus on more complex issues that may require human intervention.

Transcript

Welcome everybody. We’re excited to get going here.

We do want everyone to trickle in. And while we do that, we’re gonna just introduce the title and our speakers for today.

So we’re gonna be talking about the CX need for speed wise self-service is the key. Not a key, but the key.

Is that true? Maybe that’s not true. But anyways, it is a success.

You’ve got myself, Gabe Lars and I run growth over here at customer, the leading platform for customer service CRMs, and my distinguished guest is Andrea Paul Director of Research over here at customer.

Now, interestingly, Andrea will not have the same last name here in a few weeks, Andrea, if you want to share with the group? Or Yeah. Absolutely.

You will not be seeing me again for maybe another month. I’m getting married and going on my honey my extended honeymoon in Hawaii, which just happens to be where Gabe is right now as you can see from his shirt. Yes.

So I am Aloha.

I forget what they call this. I’ve been getting this a lot. Do you remember I can’t remember what this called. It’s like hang loose, but there’s an actual it’s like a shot that I don’t remember.

But I cannot remember the curve. I’m I’m sorry. I’ve only been here a week. But I am in Hawaii, so I thought I’d do my Hawian Garb.

I didn’t shave very well this morning.

What is exciting to do this webinar.

So wanna make sure this is as interactive as possible. So if you can right now, open up your chat window.

Don’t do q and a. It’s so hard to manage q and a in chat. I mean, you can, but I prefer chat. So go to your chat and put just your name and where you’re from. So for example, or where you are, actually, that that even be better. So I’ll do Gabe, Larson, and I’m in Kate. I’m in Kawhi at the moment.

Did I do that to everybody? Did you see that come Yep. Yeah. So if you can do that real quick, Andrea’s in Brooklyn Okay. I am.

Awesome. There we go. Yeah. Carl, DC. Lena. Oh, Montreal, nice. Miranda Scottsdale. You’re warm, Anthony.

Hanging out in Oregon, Grace, Shittown.

Let’s just Sorry. I’m on Hawaiian time. So I might be a little more crazy than normal.

It’s bright and early over there.

So the thing if you just joined, we just said, I’m in Hawaii, and Andrea’s getting married. So her noon last name will not be Paul. It will be what, Andrea? Salerno.

Salerno. Taking on a very Italian persona in the near future. Yeah. Love that. So we should probably be changing Andrea Salerno And then again, I’ve got my Hawaiian shirt on.

Just tell me yes or no if you like my Hawaiian shirt just to see if this chat is working. If you like my Hawaiian shirt, No. You do not like my Hawaiian. Okay.

Right. It’s good to you. I see. Maybe.

Yeah. Maybe.

That is not actually an option. There’s no maybe. It’s either yes or no here.

Jenny, thank you. See somebody likes it. Alright. We’re gonna talk research today. Let’s dive in, Andrew.

Maybe just paint the picture. Why is — Totally. — what is this? What’s some of the data we’re gonna be talking about today?

Absolutely. So, you know, it obviously comes as no surprise, but speed in the customer experience has always been super important if you’re a consumer yourself or you work in the CX space. It’s you know, incredibly obvious that people value that. When a when a customer requires help, they’re oftentimes experiencing higher levels of stress because something’s already gone wrong.

So really the worst thing a business can do is sort of disrese affect their time or make it difficult to get their problem solved.

But now in this much more digital age, you know, when consumers have Google at their fingertips at all times. This sort of need for speed as I’m calling it has really only been magnified. So you know, in the last year, everyone, they were getting their groceries delivered. At the click of a button, they were buying things online with their payment information auto filling.

So It feels as though, like customer service is slightly behind in the customer experience, we shouldn’t be making consumers, you know, have to waste their precious time to track down a way to get their questions answered. So we knew this intuitively, but wanted to go out and survey actual consumers and and get their their feedback on what they were looking for. So we surveyed about five hundred and twenty five US based consumers all over the age of eighteen who had a shop online in the last year and then contacted customer service in the last year, just to understand sort of how this need for speed sort of translates into their customer service preferences.

So that’s what we’ll be talking about today.

Good overview. Five twenty five, that’s a decent number. That’s a decent chunk of of opinions on this. So let’s dive in and I’m gonna make use the chat again. You don’t have to. You don’t have to, but I would like you to.

Open up your chat again. You can just type it to everyone.

Just a b or c here. Let’s see how well you know the research. I don’t know this research that well. Let’s see. So what percentage of consumers think customer service should be faster? Oh.

I’m trying not to look at your guesses here. I’m gonna go with at least wait. Well, you gotta go with a. I’m gonna go with a. Alright. Let’s see.

Oh my goodness. Lot of okay. Jose’s a Brock, a Grace, a Taryn, eighty five, but actually ninety. Okay.

She’s just been trying to change the reason. I like that. You know, Shelley. Rachel for the stars.

Got b a I think most people are going with a or b. Survey says a. So it says a. Okay.

Yeah. A. Yep. So eight five percent of consumer think the customer service should be faster.

Were you surprised on this one, Andrew?

No. I mean, it it is expected, I think. So in addition to this eighty five percent think it should be faster, ninety percent also think it should be easier.

We also essentially asked all of the respondents to sort of stack rank in in terms of importance, different customer service attributes, so things like empathy, personalization, flexibility, speed.

Speed came out number one on top, which it almost always does. During the pandemic, we saw a little bit of a shift where, like, empathy, personalization, flexibility were a little bit higher up than they would be, but we’ve gone back to speed as the number one priority.

But the the big question here is, you know, the best way sort of deliver on those expectations of speed and of, you know, convenience.

That’s a little bit up for debate, which we’ll go into a little bit more later, it definitely shifts by demographics. But, you know, many consumers still expect or or even require more personal human service, we just did a retail specific research earlier this year. And there’s this whole new shift and trend into this more consultative support throughout the buyer journey and that, you know, isn’t necessarily speedy, but what our research does show is that expectations are sort of beginning to shift across generations.

With these younger generation sort of preferring more self-service options and seeing the benefits of technology chatbots, things of that nature. Got it. Got it. Yeah. Eighty five I mean, I was even comment. I I almost thought it should be more like a hundred, but maybe that’s just hung So let’s go to number two here.

What percentage of consumers think their issue should be solved instantly upon contacting customer service. So this almost alludes to the speed again on this one. Yeah. So what they expect when they’re contacting customer service is, like, no wait time, no putting you on hold to search for information, just like I want an answer right away at this story.

Got it. Alright. Yeah. Feel free to throw your answers in the chat again on this one.

A percentage can this should be solved instantly. I mean, we just went with that speed high. So I think I’ll go with a. Let’s see what the survey says.

Incidents Caitlyn says, a, in some answers like Google. That is pretty fast. Maybe that is the problem, Caitlyn. We’ve been trained by Google.

Gina’s a Grace, Jose oh oh, how do you say that? Alan Alonay. Alonay, Olenay. Tell me if I said that right, Alonay. We got a b and o and Anthony might be. Alright. Let’s see.

Survey says, Well, I think, stat.

It was You got a handful of people. As we all missed that one. Why did I miss this one? You got a handful of people that got it right.

I think we just Andrew Andrew, you nailed that one. Who else did that?

I think that was basically it.

Yeah. Why’d I It is it is a good chunk of individuals though. It’s almost three fourths of individuals.

That don’t, you know, they don’t grant any leniency to the companies that they’re doing business with in terms of immediacy. So You know, I was just saying wait times or transfers or searching for information, like seventy two percent of consumers, they’re really not tolerating that.

On top of that, what we looked at was sort of that threshold of time where people start experiencing situation after contacting customer service.

So if they contact and then they don’t get an answer, it’s between two and four minutes where they get fresh rated. So I was mentioning that retail research we did earlier in the year. When we were looking at retail specifically, the answer was two minutes. So literally within two minutes, if they don’t get their questions answered, they start being frustrated. When you look at things across channels, across industries as we did for this survey, it was closer to four. So we can say generally two to four minutes, consumers start feeling this intense frustration for not getting their questions answered instantly.

And as I said, it’s, you know, it’s across channels, it’s across industries, so the appetite for quick service is really universal and a speedy response needs to be consistent no matter what channels or what industry you’re in.

Mhmm. On top of that, we saw forty six percent of respondents saying that they don’t think that businesses respect their time. With that number, I think grew to over half for consumers that are over the age of fifty five. So I think one reason that I suspect that’s the case is that, you know, older consumers might still prefer channels like phone or channels that are a bit slower, so they probably experience more of that friction and that wait time, that younger consumers may not using more digital first channels. But, I mean, we’re all consumers in addition to being CX professionals. We’ve dealt with this before, but that extra few moments for a response, it may not seem like the end of the world, but it really, you know, our research says that it can impact businesses bottom line, we saw sixty seven percent of respondents say that they have already stopped doing business with a company because of slow customer service.

And I think it was sixty six percent that reported that they wouldn’t shop with a business again if they waited so long for a response that they sort of just gave up on the inquiry altogether. So it’s really a question of how can you deliver on these kind of insane consumer expectations that you know, the digital first generation has. I think support teams are really bogged down a lot of times with manual, like busy work, routine tasks that can frustrate consumers because it just takes up extra time.

I read a forester report recently that said that fifty percent of agents’ time was actually spent either searching for information or performing repetitive, like, manual tasks. So I just think with these expectations, that’s not super sustainable, and businesses need to tap into technology, automation, whatever they can in order to, you know, take time off of an agent’s plate in order to service consumers faster or in a more consultative manner, unless it’s the local stuff. About two minutes. And it needs to be about under two minutes is where you fill in. Yeah. Two to four minutes. Yep.

Okay. Next, true or false. This isn’t easy one true or false. You got a fifty percent chance I can totally do this. Most companies most consumers prefer to solve customer service issues on their own versus talking to a company representative.

Oh, true or false. True or false. Do consumers prefer to solve it themselves?

Or do they want a representative?

What consumers prefer to solve themselves?

Yeah. I’d probably say that’s true. I’m gonna go with true. Let’s see what the survey said.

Not survey. Let’s see what the group said here. Pam’s got true. Jenny’s got true.

Rock, am I saying that, Brock? I think I’m saying that right. Brock got true.

Caitlyn is Oh, it’s Brad.

Sorry. Thank you. Oh my goodness. That’s embarrassing.

We got true, Candace, true, Miranda We got true across the board here. Wow. True. But depends.

Somebody we gotta depends, Tina throughout, depends on the age.

Real name is Hasbroke. Okay. There you go. That would be easier. Thank you, Brooke.

Falls. Okay. Thank you. We did get a false in there with an asterisk. We got false with an asterisk. Okay.

Now survey said, where is that survey says? I think that’s from that old TV show. It is true. Fifty eight percent of consumers prefer to solve issue themselves.

Okay. So That’s a lot, but it’s not everybody. Right? And Not everyone. Definitely not everyone.

But it’s funny because we are doing some sort of, like, brainstorming prep around topics for our upcoming conference that we’re doing in November, customer now, name drop, it’s on our resources page if anyone wanted to sign up. But — Hello? — I was essentially surveying some of, like, my mom friends, you know, they’re head of household. They make most of their buying decisions, and I was asking, like, what keeps you loyal to a brand?

What sort of, like, issues preference since you have.

And across the board, everyone was like, please do not make me pick up the phone. Like, please don’t make me, like, get get on hold, I just want the answers, like, right there in front of me, and I wanna be able to go to the website and, like, instantly understand how to solve my problem.

Or if not, I’d prefer to like text or email a company on the go, make sort of service fit into my life and me not have to adjust my life for brand. Right? Mhmm. So it’s really this, like, entire generation of consumers.

I myself am a millennial. My mom, friends, are millennials. We’ve sort of grown up with the answer to any question in the palm of our hands, we keep talking about the, like, Google generation. Right?

So Another thing though, like after the pandemic, you know, I think the cross all generations have sort of shifted. So consumers that, like, might have never offed online previously. Might have not known how to book an appointment online. They never have joined a Zoom call.

Everyone sort of was forced to become digitally savvy overnight. So what that translates into in my mind is a larger cohort of the population that’s willing able and oftentimes prefer to sort of get their questions answered on their own.

Yeah. It does seem like there’s been a lot of change in behaviour, and I know if I can speak for myself, I’d probably agree fifty eight percent. I’ve fallen into that category.

Just so painful to dive into that if you have to. Yeah.

One interesting comment here from Andrew, thanks for throwing that in there. I feel like this one and the last one are dependent on complex city a little bit though. Right? Absolutely.

If it’s hard, I want quality response over a quick one, and I want someone to help me. If it’s easy, I might want that fast feel service. Any data or insight into that. Thoughts on that one?

Yes. We’ll go into that a little bit. You’re getting a little ahead of yourself here, but yeah, there’s we essentially ask everyone like what they prefer, the the sort of types of inquiries that they prefer to be handled via self-service or chatbots and which ones they prefer to handle with a real person. So we reveal some of that to you.

Good one, Andrew. And then Candice has jumped in an interesting comment here more than a question after increasing self-service options Within customer accounts, she said her support team decreased related tickets by zero point five five dollars that can be a huge impact. Yes. Huge.

Thanks for sharing Candice. So this one, I wanna read a couple of these, but if only it will only become more important for businesses to invest in self-service tools, as this generation ages becoming the heads of the household and retaining their, help yourself mentality. And then you have a top three here. Maybe speak to this real quick, Andrew. Yeah.

So the left was just a comment on that right data point. So, essentially, what we asked was for every respondent to stack rank their sort of preferred channels or methods of contacting customer service. So, you know, that could be via text message, via email, via phone, via cell service or chat bots, what what have you, what we did notice was that when we broke things down by generation, consumers under the age of thirty five all they all had self-service in their top three preferred methods. Of communicating and getting their issues solved. So it very much is generational.

And as Gabe read on the left, you know, it just means that you’re going to have to prepare for a future where this is probably going to be more and more popular way of getting problems solved, which as we just heard, they can be very helpful oftentimes for support teams where their their ticket numbers decrease drastically, if customers are able to help themselves.

Interesting. You know, I’ve been talking more to contact centre vendors, you know, predominant who support phone and have supported phone for what feels like forever, but it’s probably more like thirty, forty, fifty years.

But yeah, they’re filling this as well. You can fill it I think everywhere. You know, they’re trying to really start to move a little bit away from the phone off for different channels and prepare for kind of this. When I think everybody just the consumers, the businesses are filling it on the side as well.

All right, couple more for you. What percentage of consumers have used a chatbot.

What percentage of consumers have used a chatbot? Ninety four is a seventy five b see forty nine, feel free to throw your answers in the chat.

I’m gonna go low here, I think. I’m gonna go with see.

I mean, it’s out there. I just don’t know if it’s really out there. So I’m gonna go and see let’s see what the audience says here.

Brooke I got that one right this time. B. Tara. Tereby. Yes. B be with the question mark.

We got some c’s in there. Okay.

Yeah. That’s a good point from Brooks. Some people don’t realise that they’re interacting with the chatbot too. Yeah. That’s true. That’s true. It could be a good or bad thing.

Grace went with c. So it doesn’t look like anybody went with a, everybody went with b or c I can never remember. It’s b dang it. B. And I am off to a vacation.

So it’s seventy five That’d be the Hawaii mind.

But, yeah, it means that, you know, majority of consumers have, but about a quarter or so, have not.

So they haven’t experienced the benefits or the drawbacks of interacting with a chatbot. I think, you know, objectively when you think about the data that we previously presented, like, the good chat bots. Keyword here is good, ones that are actually effective, can provide a lot of what consumers are looking for. Right? A chatbot can resolve basic inquiries, like, kind of instantaneously.

They can respond immediately when, you know, a representative might not be available. To collect sort of initial information before sending it on to a real person. It can save a tonne of time for consumers and for the agents themselves, they provide this form of self-service.

Sometimes people don’t know that it’s self-service, but they don’t necessarily have to interact with a real human being.

So, you know, I think that it does sort of fulfil a lot of what consumers are looking for, but they really do have to be implemented really to actually satisfy customers.

Yeah. I I saw an article the other day where a chat bot was using some language, you know, they try to make it fun sometimes and was using some language that was called out as maybe a little too fun, a little inappropriate.

Just, you know yeah. It’s tough. This is a tough balance to to find. You wanna bring some personality, but you gotta keep professional.

You don’t wanna keep it too professional. And so ones that are helpful, not helpful, don’t route you. This is it’s a challenge to get a a functioning bought that people are like, dang it. That was really helpful.

That was great. I kinda found that balance. So I I feel for you if you are struggling like x y z company to find the balance of making your chatbot work and keep it cool, keep it professional, etcetera.

Let’s talk a little bit about the generational stuff. You mentioned this before. How are you seeing it play out here?

Well, we’ll dive a little bit more into this before, but I thought this would frame up the following slides a little bit — Right. — appropriately. But eighty one percent just to showcase, like, January difference is eighty one percent of consumers under thirty five said that they had used chat chat bots before — Yeah. — compared to only forty nine percent of folks that are fifty five plus.

So — How — you know, when we were talking about, you know, efficacy of self-service and preferences for self-service, I think that familiarity with a chat bot, familiarity with what they can do effectively and what they can’t do effectively.

Is much more lacking in older generations and probably sort of impacts what different consumers prefer in terms of how to solve their issues.

When I see a stat like that, that is just so hard. I mean, that is so different.

One type Yeah. Especially if you’re serving both of those generation.

It’s like, honey wins. My my my heart goes out to be bluer serving. Yeah. Oh, that’s tough.

I mean, you really gotta optimise multiple channels on that that instance. And, you know, in a lot ways, that’s good, but I think it’s a reality you have to kinda face. Alright. Back to true and false.

Most consumers find chatbots helpful. This is the debate of the day. Do most consumers I’m gonna go with false. I just think I think there was such a wave, Andrea, of people moving to and experiencing chat from the pandemic and all this kind of push towards digital that I think we’ve under met expectations.

Let’s see what the audience says.

Mirandaanda says, I think, false in all caps. Oh my goodness. Okay.

Be serious. Oh, Darren. Okay. We have just a false. Andrew just gave us a false.

Okay. We’re getting mostly PJ went false, Jared, false, Okay. I think most people are feeling false.

It is false.

Ouch. That’s so disappointing.

No. Can’t make it up. Yeah. No. Okay. But you do say, but it changes drastically by demographic here.

Yeah. So this is generational generational as well. So overall, forty one percent of consumers thought that chatbots improved the customer experience, so under fifty percent.

In the grand scheme of customer service interactions and channels, chatbots are still relatively new.

And oftentimes, as we were just discussing, you know, they can’t resolve — Resolve complex issues. They can’t resolve consultative conversations. And because of this, a good cohort of individuals probably have had a negative chatbot experience in the past, whether it hasn’t, you know, been escalated properly once a chatbot can handle it if they were sent completely irrelevant information. If a proper response was never received, it can just really you know, earlier chatbots, less intelligent chatbots, they can undeniably frustrated customers.

But when I was saying things change drastically by demographics, there’s a really direct correlation between age and appetite for chatbots. So younger consumers really value chatbots and they under stay in the best way to interact with them. So two thirds of folks that are gen z, think chatbots improve the customer experience, and seventy seven percent of gen z consumers find chatbots to be helpful.

So that generation is, you know, undeniably, more digitally savvy and maybe more adept than older consumers, but they also seem based on this data that we’re showing here to be a little bit more understanding of when and how to interact with chatbots. Right? And I think that’s because these younger consumers have interacted with chatbots a lot more in their consumer life, so to speak, versus older consumers that are just not used to it or comfortable, so they prefer or interact with them for more simple inquiries. You can say you can see under here consumers under the age of thirty five.

It’s pretty simple things like resetting a password or asking where their order is, things that most of the time, chat bots if set up properly can very quickly and easily answer for you. If you look at consumers fifty five plus, it’s asking exploratory questions about a product or a service — Mhmm. — and helping with a transaction. A chatbot will never ever be able to, like, be until we live in, you know, the future where robots have taken over the world.

Like, I don’t think that we can ever have a con tabletative sales conversation with a chatbot that will be equally as good as a human interaction. No. It’s like, I think red would look good on me. Yeah.

No. I just can’t answer that. So it’s very clear that, you know, younger consumers are more adapted just sort of understanding when it’s effective to to use a chatbot, and so they are much more likely to find them valuable and find them helpful. And they also like self-service more, so it makes sense.

Wow. That’s really cool to kind of see the differences there and a lot of it is expectation setting and probably — Yeah. — education. So talked about a lot as we kind of wrap here.

We’d love for you to summarise and talk about ways you’re seeing companies really implement this type of programme effectively. Yeah. Totally.

So obviously, you know, we said self-service according to the data. It’s now much more sought after by consumers. That can very easily be implemented with a robust FAQ section you know, chatbots can pull from FAQs in order to provide relevant information, but I do think that, you know, chatbots are if set up properly, can deliver on a lot of these needs.

You know, they can really communicate with customers, answer important questions pretty seamlessly and quickly if they work right. So the big question is how do you actually do that? I outlined a few steps here, which I’ll walk through. They’re very high level, but I think a good starting point.

So the first one here is starting super simple. So you don’t have to and you should not give everything to a chat bot. Yep. Yep.

When you’re first starting with a programme, it’s like pick one two very simple but, like, effective useful use cases that you can automate, and then you can sort of learn from there and iterate, see what’s working, what isn’t working, what customers prefer, and what they don’t prefer. So don’t try to throw everything but the kitchens didn’t get a chatbot because you’re gonna be sure to, you know, have unhappy customers quite quickly.

Second, I would say leverage leverage the agent. Right? So your customer service agents are probably going to be the ones that see how your customers are interacting with the chatbot. So if escalations occur, they’ll know what chatbots can and cannot do. They’ll know when customers are experiencing frustration. So it’s like literally asking for performance feedback on the chatbot. It’s treating them just like any other agent asking peers for feedback on on the chatbot.

The third thing here I have is templates and rules. So, you know, what what a lot of people think of as chatbots are these super intelligent conversational AI chatbots where, you know, they can mimic human like interactions, but sometimes as we were saying before, sometimes people don’t understand that they’re interacting with a chatbot and they get frustrated because they expect that they’re gonna get a human response. And you don’t always need that. Yeah.

There can be very effective bots that leverage just rules and simple logic. It really just depends on the use case that you’re going for. So either way, like, you know, I’m sure you guys have interacted with with chatbots that have buttons or, like, quick replies based on how you’re moving through the journey. And I think leveraging those would make the conversation much more quick and efficient.

Third here which is or the fourth year, which I think is my number one. And really the key to success is no one to hand over the conversation. Right? So a customer service chatbot is absolutely not a meant for a human agent in my opinion.

They can be really excellent at fully resolving sort of low level inquiries, but just because an issue is complicated doesn’t mean that there isn’t a place for a chatbot, you know, they can really help gather that initial information provide that immediacy that customers are are looking for before, you know, an agent frees up, and they can speak to a real person for some of these more complex issues, so think about how you can use a chatbot in those scenarios, and make sure that you hand it off when things are not successful.

So the worst case scenario is, as we were saying before, interacting with the chatbot and not getting a resolution. So hand off key.

Yeah. That one, I would probably agree with that. That seems to be a huge one. It’s just find the right time to give it up. Totally.

And then the fifth one we have here, which is a little broader, but I just wanted to mention is that automation happens outside of chatbots too. Right? So chatbots get a lot of attention when it comes to automation, but think of other ways that you can streamline the customer experience either with a chatbot or leverage sort of other intelligent automations like automatically tagging conversations, intelligently routing them, prioritising them for the agent, that can really deliver on this need for speed that we’re talking about because it does free up a lot of the manual tasks that that take that additional minute or two, which actually, as we learned, can make a huge difference in customer satisfaction.

And the last one here, very generic, but we preach it constantly. I’m sure all of you guys are doing it is just be customer centric. At the end of the day, you know, the success of any sort of chatbot programme comes down to how well it fits into your support journey. So If you think about different segments of the customer of your customer base. Right? There’s some that might prefer automation over direct human connexion. We spoke about those demographic findings.

So just understand when it is and is not appropriate, and be sort of upfront as to when they’re interacting with a person versus a chatbot.

But one thing I would just emphasise to close out is that even for companies that, you know, maybe gen z’s or millennials are not their target demographic right now, in five, ten, fifteen years, like, they will be if you plan on sticking around as a brand, So it’s incredibly important to sort of not just settle for the now, like, for what your customers want right now. It’s really, really important to prepare for what’s next.

So that’s that. I love a great summary. Great summary. So as we wrapped, if people won’t research, maybe talk through next steps, and we’ll break for the day? We have the full research report on our website’s customer dot com slash resources.

Also on that page, you can sign up for that conference in November. Customer now, it’s our annual conference Actually, the the sort of overall theme is somewhat similar to what we talked about today. So it’s really gonna focus on the future of CX.

And how things are shifting. So a lot of interesting conversations that we’ll be having there. The full schedule is to come, but feel free to sign up on our website.

And lots of other good new content that we’ve produced and put out as well. So feel free to browse, feel free to reach out to myself or Gabe on LinkedIn if you have any additional questions as well. Awesome. Awesome.

Well, Andrea, thanks so much. I know we hit our half an hour mark. So if you got to jump to get back, wish you a Great day. Thanks so much for your participation.

Always fun to have you jump in and chime in. So if you have any comments or questions, please do reach out to Andrea and I on LinkedIn as we’d love to continue the chat. And with that, we’ll let you go. Have a great day everybody.

Bye, guys.