PSPINC Official Company Blog

While technology continues to be innovative and incredibly helpful to businesses today, the one area in the industry that technology still hasn’t fully captured is the customer service market. Chatbots and robotic answering machines have become popular in the last few years, but the biggest pain point in the customer service space continues to persist. Customers are still frustrated throughout the customer service process, even more so with automated answering machines.

The Perils of Chatbots

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Chatbots and outsourced agents are widely popular in the web hosting industry (i.e. our industry). However, as convenient as chatbots can be, they unfortunately lack follow-through. For example, if you have an issue requiring multiple phone calls, the process can be an incredibly frustrating ordeal. Every phone call will just go to a new customer service agent, meaning you’ll have to summarize your problem all over again for every subsequent phone call.

Other disadvantages of chatbots include:

Limited functionality: Chatbots are great at resolving routine questions, but they’re not built to answer complex questions. They can only respond based on the data they’ve been trained on, which generally excludes customers who need more advanced help.
Lack of Empathy: When a chatbot responds with “Great! I’m happy to help!” to a customer’s frustrated comments, it creates an overall irritating experience for them. But situations like this arise frequently when dealing with a chatbot because they fail to understand human emotions.
Bad Reputation: Because of how frequent frustrating experiences have been with chatbots over the years, people have now begun to hate them. Their infamy therefore can lead people to avoid using them at all.
Maintenance: Building a custom chatbot is both challenging and pricey. However, even when using pre-built chatbots available online, maintaining them with regular updates and bug fixes takes a lot of time and effort, adding to your list of expenses in the long term.

Why Real Live Support Reigns Supreme

Chatbots and outsourced agents are widely popular in the web hosting industry (i.e. our industry). However, as convenient as chatbots can be, they unfortunately lack follow-through. Chatbots may be more convenient and reduce costs, but customers looking for more advanced help need a real support agent to help them. Other benefits of real, live support include:

Personalized Support: With a highly-trained support team, they can help customers with complex issues, especially ones that may require multiple phone calls.
Increased Customer Satisfaction: Real, live support staff reduces customers’ frustrations that are bound to rise with automated machines and chatbots.
Faster Response Time: Since customer support staff are trained to deal with both simple and intricate requests and problems, they can help customers solve their problems quickly.
Increased Retention: Enjoyable experiences with high-quality customer support agents make it more likely they’ll return the next time they need help.

After over 20 years of experience, we pride ourselves on having an expert team trained to work with customers for all their technology needs. And we’ve found that customers appreciate that our support team members remember them when they call again. Don't believe us? Check out this Google review from one of our customers praising one of our customer support staff members, Josh:

“I am extremely satisfied by the service and support I receive from PSPINC. I have been with them for many years and would never think of trying any other company. Josh is the best!!”

Have you struggled with website or email issues in the past and have been greeted with less than stellar support? Considering switching to Dreamersi. We offer affordable plans and real, live support there to help you and your business thrive. Need help making the switch? No problem. Email us at contact@pspinc.com or call us at 1-800-232-3989.

Pacific Software Publishing, Inc.

1404 140th Place N.E., Bellevue, WA 98007

PSPINC Creates Tools For Your Business

Pacific Software Publishing, Inc. is headquartered in Bellevue, Washington and provides domain, web, and email hosting to more than 40,000 companies of all sizes around the world. We design and develop our own software and are committed to helping businesses of all sizes grow and thrive online. For more information you can contact us at 800-232-3989, by email at info@pspinc.com or visit us online at https://www.pspinc.com.