Live chat these days, whether AI-enabled or not, is kind of where the Internet was in 2000. Everyone thinks they’ve got to be there (and they are right!), but few do it really well.
I gave one “spot the live chat software mistake” example a few weeks ago. Here’s another from today.
To be fair, it isn’t just the mistake of the live chat software; it is also an issue of live chat staff being under-trained.
Live Chat Mistake 1: Duh… What part of my first comment didn’t you read?
Live Chat Mistake 2: Rather than answering my question, she/he/it asked a question they wanted an answer to but was irrelevant to my question.
Live Chat Mistake 3: Anyone with a sales background will know that you don’t just tell someone what they should get before doing some discovery. What are their needs? Then how do those needs align with the various options?
Live Chat Mistake 4: Again, they were not answering my question. (Though whether or not they deliver is relevant, but the second part about the further travel and better comfort is the answer they should have given in the first place!
Waited for a while for answers to this, watching the 3 dots suggesting a reply was being typed. Then got:
Live Chat Mistake 5: Excuse me? I was there, waiting! You cut me off because you took too long to answer?!