I’m Andy Wilkins, Co-founder, and CEO of Futr — a tech start-up that provides superpowers to customer support teams across the UK. We’re a venture capital-backed company that uses AI chatbots and live chat solutions to bring digital transformation to a common pain point of many businesses.
We’re talking about customer service.
Solving the Quandary of Poor Customer Service
Let’s face it — nothing annoys customers more than poor customer service. It grinds our gears, makes us feel betrayed (in the case of brands you already love), and instantly damages our perception of brands you thought had a good thing going.
Much of this can be attributed to changes in customer behaviors over the years.
For example, did you know a HubSpot study found that a whopping 90% of customers expect an immediate response when they have a customer service question? According to the study, 62% of consumers in the sales stage of their buyer’s journey — or when they’re about to make a purchase — consider an “immediate response” to be 10 minutes or less.
See Also: Jooble – Brand Story by Dmytro Gryn (CEO)
Organizations Can’t Keep up With Rising Customer Expectations
For many organizations, the tools they use to deliver customer service simply cannot keep up with rising customer expectations.
We all want fast and flexible interactions with brands, businesses, and organizations on the channels we use every day, whether it’s Facebook, Twitter, or WhatsApp. But many customer service teams are still reliant on delivering customer service through phone and email. This creates bottlenecks that result in call queues, long waiting times, and delays in responses.
The pandemic has only complicated things further. Customers being on hold for up to 11 hours and call center agents having to work from home were just a few of the stories that characterized COVID-19’s impact on customer relations.
Unsurprisingly, many customers were left feeling disgruntled. The January 2021 UK Customer Satisfaction Index (UKCSI), the UK’s barometer of customer satisfaction published twice a year by the Institute of Customer Service, gave the national customer satisfaction score of 76.8 (out of 100) — the lowest since 2015.
New Digital Tools for a New Digital Age of Customer Service
Back in 2017, my co-founder Lee Skyrme and I saw the massive opportunity to use Industry 4.0 technologies, such as advanced artificial intelligence, machine learning algorithms, and natural language processing, to transform the way organizations engage their customers.
We had a blank canvas and started to explore how AI-powered bots could democratize access to services. Our goal was to solve two problems:
- Too many people were locked out of accessing a service (such as speaking to a live agent) because they couldn’t call during business hours.
- Too many people were left out because they didn’t speak English as a first language or did not have the tech skills to navigate complex websites.
Ultimately, we realized that any customer service solution we came up with couldn’t be purely driven by technology. We also had to consider the user interface (UI) and the level of comfort people have when interacting with the technology.
And when it comes down to it, a simple conversation is the best UI.
And so, Futr was born.
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