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If there’s anyone that knows all about customer service, it’s Shep Hyken. He’s done endless amounts of research, written best-selling books, trained people, and spoken about it around the world. Hyken has made a name for himself as one of the top Customer Service and Customer Experience experts globally.
Hyken kindly agreed to chat to us before dashing off to an early appointment. Since a lot of the screenshots on this list feature customer support chatbots being highly annoying at best, and utterly useless at worst, we decided to focus on those during our interview with the expert. International IT company IBM describes a chatbot as a computer program that simulates human conversation with an end user.
Chatbots are part of customer service, not a replacement for customer service, Hyken tells Bored Panda, adding that the best companies find the balance between digital and human.
Despite the horrors featured in this listicle, Hyken assures Bored Panda that many companies are finally starting to get the chatbot “thing” right. “The goal is to get a customer the answers to their questions and their problems resolved as efficiently and frictionlessly as possible,” he said. “When it works, the customer gets the experience they love.”
And when it doesn’t work… well, then they might end up screen-shotting their terrible experience and sharing it for all the world to see…
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