Grandma’s Epic Chatbot Story

Strategy, Wellbeing β€’ November 1, 2023

Remember when Grandma marveled at ATMs? Now they’re vanishing, thanks to our trusty smartphones. Who even carries cash nowadays? πŸ“±πŸ’³

Here’s a wake up call πŸš€: User Experience (UX) and Customer Centricity have evolved drastically.

Running an online business? Instant service is non-negotiable. So, why do big corporations fumble UX so often?

It’s like they’re blindly ticking boxes, forgetting their promises.

βœ… Chatbot?
βœ… Helpdesk? (Remote, to save a buck)
βœ… FAQ link?
βœ… Forum? (Imagine the savings!)


But here’s the kicker: that chatbot speaks gibberish, FAQs are just sneaky ads, and the forum’s a ghost town.

Enter Grandma’s epic story. After an hour of chatbot wrestling, bounced emails, and forum echoes, she reaches the Helpdesk. She’s relentless. Finally, she gets through to a call center agent miles away. “What’s the problem, ma’am?” they interrupt.

Grandma’s boiling. “I’ve done it all,” she mutters. But the agent drops a bomb, “I can’t see your messages.” Steam starts rising.

Customer centricity? It’s about setting expectations. A 24-hour Helpdesk with no help? A chatbot that’s a mystery? Why tarnish your brand with half-baked service? An unanswered forum speaks volumes.

In this scenario, honesty is golden. Tell Grandma to leave her details; we’ll respond within 24 hours. It’s a hundred times better than this circus of broken promises.

If you can’t do it right, DON’T DO IT.

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