How One Bad Experience Can Turn Customers Off Forever

Angela Sanfilippo | November 12, 2018

When it comes to blended experiences, success hinges on chatbots and agents handing off interactions absolutely seamlessly. Indeed, according to a recent report from Publicis Groupe’s digital agency Digitas, 73 percent of survey respondents said they would never use a chatbot again if they had a bad experience during their first encounter.” And it’s no wonder when one considers the consequences of less- than-seamless bot-to-agent handoffs.


If customers are forced to take action (e.g., leaving the window they’re in) to reach an agent, or the bot transfers them successfully but with none of their accompanying information, you’re actually worse off than if you hadn’t attempted automation.


Your customers will be outraged because you’ve wasted their time with a cumbersome process that’s yielded no results, and your agents will be unhappy because now they must work to re-establish their rapport with frustrated customers before they can even begin to resolve the outstanding issues.


As a result, customer satisfaction scores plummet, conversion rates drop, costs go up, and frustration levels run high among both customers and contact center employees.


To avoid sabotaging your customer experience, your chatbot should be intelligent enough to recognize when a customer is starting to get frustrated and hand them off to an agent before any damage is done. Additionally, your chatbot should always transfer the entire context of the conversation to the agent, so they know exactly how to approach the conversation and can help the customer revolve their issue much faster.

 
Here are five triggers for a chatbot handoff to an agent:

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