In a recent poll, 74% of you said customers were LESS likely to give a positive CSAT score to a bot than a human. Sheesh. It’s hard to be a bot 🤖 But why? Do we have higher expectations, or is it something else? What if their responses were personalized? And we’re not talking about the old, “Hi {%FIRSTNAME%} – thanks for reaching out about {%THING_CUSTOMER_JUST_SAID%}” … 🤢 No. We’re talking about *actual* personalization that not only brings in data from past interactions, purchases, and account info – but picks up on customer emotions or context and tailors responses to match tone, making each experience unique and specific to that user. Is that the missing piece, or is there more going on than that? Let us know what you think!
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