The "Press 0" Conundrum: Creating the Perfect Blend of Automated/Manual Customer Service Experiences
Wednesday, September 25, 2019 // 6:30 PM - 9:00 PM
San Francisco, CA
Gerald Hastie, Director of Student Support Operations at MasterClass, hosts an invite-only dinner of customer experience leaders to discuss balancing automated customer service experiences with manual ones.
We all know the experience of attempting to bypass automated customer service experiences. We punch the 0 on our phones incessantly. We email that one contact we have at Google to help us out instead of sifting through reams of support articles. Despite consumer desire for direct and immediate communication to solve their problem, sometimes support articles and automated flows are more efficient and effective. Gather with other customer service leaders to discuss tactics, tools, and strategies for blending automated customer service experiences and manual ones.