Today, we are discussing the value of chatbots and how that is measured, we also touch on voicebots as the principle is the same.
But the benefits are a mix of very tangible financial benefits and ones that are intangible or a little more challenging to monitor if not impossible.
Find out more about voicebots and chatbots on our site here.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Today, we are discussing the value of chatbots and how that is measured, we also touch on voicebots as the principle is the same.
But the benefits are a mix of very tangible financial benefits and ones that are intangible or a little more challenging to monitor if not impossible.
Find out more about voicebots and chatbots on our site here.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
00:00:04.160 --> 00:00:17.370
Sean Bussell
Hello everyone and welcome to another exciting edition of disruption works chit chat with Sean and Steve. I hope everyone's well and if you're listening to this this week then hopefully looking forward to Easter. As ever I'm joined by Steve. How you doing Steve?
00:00:17.820 --> 00:00:37.510
Steve Tomkinson
Yeah, I'm alright actually. Yeah. Managed to get out and about this weekend to really good weather, you know? Did a mountain this weekend and Wales. So that's quite nice. So yeah, it was absolutely sparkling and we got snowed on. So we've got both. We've got all weathers, all the weathers in one day. It's really good.
00:00:33.670 --> 00:00:34.140
Sean Bussell
Ohh.
00:00:37.990 --> 00:00:45.420
Sean Bussell
Fair enough. I'm glad. I'm glad you don't invite me. These things, to be honest. And have you got much planned for Easter weekend?
00:00:41.690 --> 00:00:41.960
Steve Tomkinson
That's.
00:00:46.240 --> 00:00:52.040
Steve Tomkinson
No, just a kind of bit of family and stuff. So, you know, let's see the normal stuff really.
00:00:51.670 --> 00:01:18.580
Sean Bussell
The usual jazz. Yeah. OK. Fatties. OK, well, this week, Steve, I wanted to talk about chatbots and also how we how we understand how we draw, how we perceive the value that a chatbot delivers. Now for me, there are analytics that we can draw upon within the platform, which gives us a kind of let's say very factual view of what's going on.
00:00:53.380 --> 00:00:53.710
Steve Tomkinson
And.
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Steve Tomkinson
Yeah.
00:01:09.220 --> 00:01:09.430
Steve Tomkinson
But.
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Steve Tomkinson
Yeah.
00:01:19.660 --> 00:01:38.460
Sean Bussell
Hand the question is really gonna be around how do we translate that into ROI? There are tangible and intangible benefits how, what are they? How do they, how do they work? So yeah, if you wanna kick us off, Steve, I guess the questions are what are the, what are the facts? What are the things that we definitely know are happening?
00:01:25.780 --> 00:01:26.030
Steve Tomkinson
Yeah.
00:01:39.340 --> 00:02:07.050
Steve Tomkinson
Well, the big reason that people are using chat bots, uh, all voice bots. And I said, you know, there's the principals are usually the same from a value perspective is that they're getting a lot of enquiries. They can't deal with. So what we're trying to do is we're trying to ease those volumes or deal with as much of those as we can in an efficient and effective manner. Yeah. So that kind of makes sense. That's OK.
00:02:08.170 --> 00:02:16.820
Steve Tomkinson
But to put a price on those or to get some sort of cost base ROI on those and we we know that the average cost.
00:02:17.670 --> 00:02:25.000
Steve Tomkinson
Per minute for an inquiry, so per minute for a somebody to respond, whatever medium they're on. So if it's a.
00:02:26.260 --> 00:02:38.610
Steve Tomkinson
Well, actually this is pretty much an efficient call centre costs. So this is a you know a really on the on the bottom efficient call center you're talking about at least a pound a minute.
00:02:39.340 --> 00:03:05.270
Steve Tomkinson
Uh, so that's the average cost of a uh of an inquiry in each inquiry. Well, you know each business slightly different, but if you're talking about an average enquiry, it takes at least 5 minutes to deal with, sometimes longer if it's a bit more involved, you have to go and get information. But you know, say we're taking 5 minutes from that particular ramp inquiry then that's kind of £5 so.
00:03:06.410 --> 00:03:09.970
Steve Tomkinson
4 to £5 for an inquiry is pretty significant, you know.
00:03:09.560 --> 00:03:26.470
Sean Bussell
So that's what we're, I guess that's what we're measuring against. If we're to assume, of course that the business wants to deal with their enquiries and why wouldn't they? Because that would just be a poor customer experience. So what are the what are the analytics that we can pull from a chat bot to understand what's going on?
00:03:12.690 --> 00:03:13.070
Steve Tomkinson
Yeah.
00:03:18.380 --> 00:03:18.710
Steve Tomkinson
Yeah.
00:03:27.010 --> 00:03:55.170
Steve Tomkinson
Well, we know how many conversations have been had and how many conversations the chat boss dealt with, and so if you've had 1000 conversations dealt with over a month and you know you can literally divide the cost of that against a against the cost of the chatbot service itself. And typically you know where we're going down to really low numbers as. So probably one of the best ones is sketch from a restaurant perspective. sketch would now talking about 2.6 P per conversation dealt with.
00:04:41.580 --> 00:04:56.370
Steve Tomkinson
And it's against £5, uh, which would be the normal cost within the business you know. So even if they're really efficient and they're all over it and it's a very simple enquiry, there is still an overhead that you can't get beyond.
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Sean Bussell
But.
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Sean Bussell
Let's get to let's get to the right the, you know, the crux of the answer. So we can see how many people have spoke with the chatbot.
00:05:05.460 --> 00:05:05.750
Steve Tomkinson
Yep.
00:05:06.070 --> 00:05:15.330
Sean Bussell
We can see essentially how many messages, how long those people have engaged with a chat bot. For now, that's not to say that the conversation with the chatbot is quicker than a call.
00:05:15.830 --> 00:05:16.370
Steve Tomkinson
Yeah.
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Sean Bussell
We can see the times of day as well, can't we? So again, that just either you could get peaks where you are open, but people can't get through. You can also get peaks when you're not open and then that obviously points towards the fact that you're delivering a 24/7 customer service experience through the bot as well.
00:05:20.600 --> 00:05:21.200
Steve Tomkinson
Yeah, yeah.
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Steve Tomkinson
Well, I think most businesses understand that they have a a couple of areas where it's busy and and usually it's around kind of early afternoon that it's usually an inquiry, but somebody, people are picking up just after lunch just before they get themselves back into work or something like that or they've got a bit of space, they tend to be a busy time, but also that early evening slot you know an early evening meaning 899 o'clock kind of slot.
00:06:05.110 --> 00:06:33.600
Steve Tomkinson
And they attempt to be peaks, and it's usually the 8-9 o'clock slots that aren't necessarily manned. You know, those are the times when you haven't got somebody there to to answer the answer, any queries at all. So you'll leave you not messages or they're just not getting anything at all, you know. And that is the bit that's probably the crucial customer service space. So they can get their quick answer to something they may need before you could respond tomorrow.
00:06:35.040 --> 00:06:35.350
Steve Tomkinson
You know.
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Sean Bussell
OK. So I mean, so some of the tangible benefits, if you like, then is where we're talking about the fact that the chatbot has dealt with X number of enquiries or X number of users or customers a month compared to you having to provide a human.
00:06:40.750 --> 00:06:41.020
Steve Tomkinson
Yeah.
00:06:48.190 --> 00:06:48.940
Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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Sean Bussell
To deal with those enquiries.
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Steve Tomkinson
Now you're you. You're not always. Look, we're not. Not every enquiry that we get through chat bot. It's gonna it's gonna have surface to a phone call or an email or something like that. You know, some of those enquiries are gonna be because they couldn't find your stuff on your website and it was too deep and they want to answer those questions. So it's not all directly related, but the proportion is so huge that you then go. OK, well, we know that we would have got.
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Sean Bussell
I was, yeah.
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Steve Tomkinson
X amount of actual enquiries and these are the conversations that are the ones that would have come through to us as schools, you know, so you can engage them within the chatbot which calls are having or which enquiries or what's the context of those enquiries are and then those are directly related. So those are easy to pick out.
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Sean Bussell
So.
00:07:48.450 --> 00:07:56.500
Sean Bussell
That's one element where we're talking about saving staff time and something we've touched on previous podcasts is removing barriers to sale.
00:07:51.990 --> 00:07:52.320
Steve Tomkinson
Mm-hmm.
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Steve Tomkinson
Ah.
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Sean Bussell
So I guess very difficult to put a number on that, isn't it?
00:08:04.460 --> 00:08:32.570
Steve Tomkinson
Yeah, it's a much more intangible benefit, but of course, again, if we look at our client data, we're seeing that there's a reduction in calls coming in, which is obviously what we're trying to achieve here. But it's against the background of increased sales. And that's actually, you know, these are true markets of of how effective this little piece of automation is in. And this is directly related to when the chatbots been.
00:08:32.660 --> 00:08:48.430
Steve Tomkinson
Uh. Deployed. So that means then that you can't actually see that they're they're improving conversion rates as well and you know we have talked about this before, if you consider you just need to ask that question, do you do?
00:08:49.770 --> 00:08:56.100
Steve Tomkinson
Do you do this before I book something? Do you do this? Can I bring my dog along or can I do a?
00:08:56.490 --> 00:09:12.980
Steve Tomkinson
At each Joshua where any special clothes for some event or or uh, you know comma children come those simple questions that are not readily identifiable on the site immediately. There might be just a bit deeper than you would like them to be.
00:09:14.380 --> 00:09:23.690
Steve Tomkinson
And then they go through the booking journey or the ordering journey or or they buy something because of that, you know, and that's that's an intangible thing, but it is there.
00:09:24.110 --> 00:09:57.150
Sean Bussell
So you're saying it's intangible. I think there are ways that clients could make that tangible because and there's two ways that I see it. The number one is that you let's if we're assuming this is a restaurant conversation or even if it was retail, that you could do, you could integrate into your system so that you could complete the end to end journey through the bot and then you know specifically, right, the bot has done 50 bookings today. So that was fantastic or if you're doing URL links out to page on the website, whether it's the booking widget or to.
00:09:28.630 --> 00:09:29.050
Steve Tomkinson
Yeah.
00:09:37.020 --> 00:09:37.300
Steve Tomkinson
Yeah.
00:09:43.890 --> 00:09:44.390
Steve Tomkinson
Yeah.
00:09:48.660 --> 00:09:49.970
Steve Tomkinson
Yeah, yeah, yeah.
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Sean Bussell
Buy those trainers or glasses or whatever it might be that you can actually use UTM tags within those URLs to.
00:10:07.780 --> 00:10:17.600
Sean Bussell
Help pull through your analytics then to say well actually I had 100 hits on this page to for these shoes, but 80 of them came from the chatbot.
00:10:18.330 --> 00:10:21.590
Steve Tomkinson
Yeah, that's that's true. And and it's one of those things that.
00:10:21.710 --> 00:10:52.350
Steve Tomkinson
Umm, if you've if you are quite active in the the your Google Analytics you can surface quite a lot of that from the medium that you're getting your links in from because it does become a referrer. So that then is a known URL that you refer in from the chat bot and becomes a useful source of that signposting that we were talking about another podcast you know. So you know, making sure that people get.
00:10:52.440 --> 00:10:53.770
Steve Tomkinson
The point of what they're after.
00:10:55.670 --> 00:11:03.210
Steve Tomkinson
You know, not getting lost in your website. You know there's so much content on websites now, it's just nuts, you know, and I think that's.
00:11:04.100 --> 00:11:11.910
Steve Tomkinson
Yeah, that becomes very tangible in that regard. If you're integrated, you know or you've got very firm signposting to specific areas.
00:11:12.340 --> 00:11:24.680
Sean Bussell
Something that I know that I guess intangible benefit that's difficult to measure is the the downstream benefits. So what what what first of all, Steve, what do you think are some of the downstream benefits of having a chatbot?
00:11:19.790 --> 00:11:20.010
Steve Tomkinson
Yeah.
00:11:25.490 --> 00:11:34.070
Steve Tomkinson
Well, of course what we're trying to do is help people deal with calls and stuff like that. So there's a down straight benefit with.
00:11:35.370 --> 00:11:44.420
Steve Tomkinson
Uh. If if your people have got just that little bit more capacity to do a a call and they have a?
00:11:46.990 --> 00:12:15.390
Steve Tomkinson
They they can then deal with that better. There's either two outcomes of that. One you might actually convert them into a cell if that was the reason for the call, but you might also then have more time to deal with them and give them a better customer service experience and that will be a massive benefit because you know the whole experience is improved. They can get through when they want to. But you know they can, they'll get the benefits of of more time.
00:12:15.480 --> 00:12:16.820
Steve Tomkinson
From your staff perspective.
00:12:17.310 --> 00:12:29.580
Sean Bussell
Interesting point you make there because when I think about it, you're a business owner. You think about it from the business perspective. I'm thinking about it from the customers perspective and I'm thinking I went on the chat bot, got the answer I needed really quickly.
00:12:25.590 --> 00:12:25.980
Steve Tomkinson
Yeah.
00:12:30.300 --> 00:12:40.260
Sean Bussell
That was a good customer experience for me. I like that brand. They were easy to deal with. But you're thinking actually even those people that didn't use the chat bar.
00:12:32.540 --> 00:12:33.070
Steve Tomkinson
Yep.
00:12:40.730 --> 00:12:41.180
Steve Tomkinson
Yeah.
00:12:40.980 --> 00:13:03.930
Sean Bussell
Were able to call in and they got through because we were dealing with a load of people over here in Sydney on the chat bot, so the phone lines were actually free. So even though the person didn't use the chat update called in it got through. They had the human experience that you want to deliver as a business, but don't always have capacity to do it. So you person on the phone had a really good experience.
00:12:48.720 --> 00:12:49.070
Steve Tomkinson
Yeah.
00:12:55.470 --> 00:12:55.820
Steve Tomkinson
Yeah.
00:13:01.070 --> 00:13:01.530
Steve Tomkinson
Yeah.
00:13:04.280 --> 00:13:08.930
Steve Tomkinson
Yeah, and that was inadvertently due to the chat box in there, yeah.
00:13:07.710 --> 00:13:28.330
Sean Bussell
Yeah. And I and I guess the another little thing to tag on here is the person on the phone was dealing with a sort of complex enquiry, let's say that they thought, yeah, fair enough that guy just rang in about this. I'm not answering the phone to tell people about bringing their dogs 50 times a day.
00:13:18.100 --> 00:13:18.390
Steve Tomkinson
Yeah.
00:13:27.500 --> 00:13:27.790
Steve Tomkinson
Now.
00:13:28.850 --> 00:13:58.630
Steve Tomkinson
That's right. That's right. You know, and that you know, with the people we talked to that those are the conversations that having multiple times today, it's always the same questions. It's always the same answers and those are the things that we've now seen the reduction in because they're getting sign posting the right way. They're getting the answer, which is just a little answer. It doesn't take all that long, but it it just takes time. And the problem is is that.
00:13:58.780 --> 00:14:15.240
Steve Tomkinson
When we tire, how longer than quarry it takes to deal with, it's not just the fact that you have that enquiry come in, it's the disruption of that inquiry. So if the phone goes, you have to drop what you're doing.
00:14:16.290 --> 00:14:22.970
Steve Tomkinson
So whatever you were currently working on, you've got a drop, you know, and it and it's or you don't answer the phone.
00:14:24.130 --> 00:14:44.370
Steve Tomkinson
Well, that's bad anyway, uh. But then then, if you're picking the phone up, you've got a deal with the enquiry and it might only be a couple of minutes, but then you've got to pick back up where you left off on the job that you were doing and the interruption is actually worth more time around that call than the call time itself.
00:14:44.910 --> 00:15:00.720
Steve Tomkinson
You know, because it's still it's it's disrupted your flow of whatever you were doing. You might be in shortly. Rotors out you might be in sorting something else out that you didn't want to, you know, be disturbed on and there you go. Where was I? You know, what was I doing? And somebody had just found up. Can I bring my dog?
00:15:01.480 --> 00:15:19.230
Steve Tomkinson
And I and not there was. It's a complicated thing. It wasn't very lengthy, but it was still something you have to deal with. And it was still something that was disrupting your day. So there's all that kind of elements of how much a call actually costs in the background as well.
00:15:20.370 --> 00:15:31.880
Sean Bussell
The uh we're talking about calls there, but I think that emails are even more disruptive if I'm honest, particularly those ones where people email in and you haven't got the information.
00:15:27.100 --> 00:15:28.090
Steve Tomkinson
Yeah, I know it's true.
00:15:32.980 --> 00:16:01.390
Steve Tomkinson
Yeah. Well, we do that a lot as well. That's part of the big designer, the chat box that we you know as you know that we we try and cather all the information so that the whatever task is required can just be done and you can just go back to the customer to go, it's done you know so there's no two and throwing but I think we we were talking about the time it takes to craft an email you know just to make sure you just you because you might type from now and go. Yeah of course you can bring your dog and you just go.
00:16:01.600 --> 00:16:03.510
Steve Tomkinson
Ohh that sounds very sarcastic.
00:16:04.130 --> 00:16:34.240
Steve Tomkinson
It's written down, it looks, you know, he's just kinda need to rewrite that. You know, I've I've sounded really stroppy about it or I've, you know, I've danced the question, but the phrasing doesn't quite right. So you tell me again and you just get it right. You know, because you but it all takes time. Or like you said, you go backwards and voice again. You'll have to tell me what size dog it is or is it a guide dog we load do allowed guide, you know or whatever those things are the two and fro.
00:16:06.090 --> 00:16:06.480
Sean Bussell
Yeah.
00:16:34.640 --> 00:16:37.610
Steve Tomkinson
Takes how it is to do. You know, that's a long, long time.
00:16:38.310 --> 00:16:40.960
Sean Bussell
Even even with templates, so I still think.
00:16:42.340 --> 00:16:51.910
Sean Bussell
It takes a while proofreading. Now I've got the name spell right. All that kind of bits and bobs like I say. So it's it. I mean, it's an average because some will be quick.
00:16:52.490 --> 00:16:53.420
Steve Tomkinson
Yeah, yeah, yeah.
00:16:52.710 --> 00:17:08.140
Sean Bussell
Some will be quicker than others, but again, I also think when people call in, even if they've got a question about the dog, then all of a sudden they used to ask another question which they they could have just found that really, really easy on the website. But they've got you on the phone now, so now it's become a conversation.
00:17:08.530 --> 00:17:14.080
Steve Tomkinson
Yeah, that's right. So yeah, the dog, it isn't just can you bring dogs? Yes, you can. OK, thanks. Bye.
00:17:14.500 --> 00:17:31.970
Steve Tomkinson
You know, nobody has that call, didn't I? You know, it's all very rare. They're just go. OK. Oh, that's good. Well, we are coming tomorrow night and yeah. What's what time is the table booked again? Can I just confirm the table time, you know? And that's the kind of conversation you do, actually, haven't it?
00:17:32.160 --> 00:17:32.850
Steve Tomkinson
You know.
00:17:32.570 --> 00:17:49.940
Sean Bussell
Yeah. Yeah. Or you have all that, that because people do like to offline a little bit, so you get some of that out front. Ohh I just add, I've got a table book for for two people tomorrow, but it it's actually outside and all you get all that drama and then before you actually get to the question about can I bring my dog yes or no?
00:17:45.810 --> 00:17:46.850
Steve Tomkinson
Yeah, that's right.
00:17:50.020 --> 00:17:50.300
Sean Bussell
With the.
00:17:52.240 --> 00:17:53.770
Steve Tomkinson
Yeah. Yeah, that's right.
00:17:52.800 --> 00:18:17.030
Sean Bussell
So yeah, OK, so there's lots of things that what we're saying is from a chatbot perspective that you could see that were obvious. So when you go back to your CFO, you go, OK, well, the chatbot there with X and that saved us dealing with X, but there's all the other, there's all those other bits, isn't there to consider. And that's all part of the picture of of having a chat bar. Well, alright, say voice bot.
00:18:11.450 --> 00:18:11.780
Steve Tomkinson
Yeah.
00:18:17.500 --> 00:18:20.430
Steve Tomkinson
Yeah, that's right. And it's because the value is.
00:18:20.510 --> 00:18:53.040
Steve Tomkinson
Seven that you have to consider the whole picture, you know, and there is a tremendous amount of value in in having it there as a as an AlwaysOn service. It's always there to answer those questions that are simple and you'll get loads of questions that are very, very simple and repetitive and all businesses and organizations have them. So it's mad that you're you're getting a a human to be that robot and you know answer those questions and use all the time and effort that.
00:18:53.140 --> 00:18:59.210
Steve Tomkinson
Takes that and the irritation from a customer that they can't do it at our fight because you're not open to answer the questions.
00:19:00.380 --> 00:19:16.760
Sean Bussell
In just the final thing as well, Steve, is that what we very typically see as well is that the customers behavior changes over time. The once you deploy a chat bar, it doesn't just hit its peak and plateau. There always seems to be an upward trend.
00:19:09.770 --> 00:19:09.980
Steve Tomkinson
Yes.
00:19:13.740 --> 00:19:14.190
Steve Tomkinson
Nice.
00:19:18.660 --> 00:19:46.310
Steve Tomkinson
And also around to advance as well. So if you've got launches and you've got PR stuff going out and you have these kind of moments in the paper or you've got every few somewhere or something like that, then we see massive peaks on there usually because people have gone. All I wanted to do that. And then you've got this PK you can deal with because chatbot doesn't matter how many questions, I guess it can deal with 10 at a time or 1000 at the time but.
00:19:46.870 --> 00:19:57.900
Steve Tomkinson
The point is you need to be able to manage those, and you can't do that in a human environment because you can't all of a sudden have 50 staff answering the phone. You know, because you would let you only have 5.
00:19:58.650 --> 00:20:05.840
Steve Tomkinson
You know, and that's it. So you've got nothing else to do, you know? Said there's no, no option to scale those things and.
00:20:05.540 --> 00:20:12.290
Sean Bussell
Yes, I've seen at least two scenarios within our chat bots and for our clients where and influences.
00:20:13.560 --> 00:20:27.740
Sean Bussell
Gone to their location, posted about ohm at such and such Nirvana Spa or I'm at Sketch and that has just sent the traffic. Absolutely bananas wild in one day. And like you say.
00:20:16.430 --> 00:20:16.700
Steve Tomkinson
Yeah.
00:20:26.360 --> 00:20:26.970
Steve Tomkinson
Yeah.
00:20:28.880 --> 00:20:42.330
Sean Bussell
It's easy for them to just go on and have a conversation with the chat bot, find out more about what that that business is all about. It's not so easy to suddenly take three times the number of phone calls that you would normally take in a day because you would have not. You wouldn't start for that.
00:20:34.750 --> 00:20:35.150
Steve Tomkinson
Yeah.
00:20:42.780 --> 00:20:56.860
Steve Tomkinson
No, no. And then the expectation on an email as well and all the all the other channels, social the lot, you know, cuz there can be Facebook message and they're going to be doing whatever they want to do. And that's the same principle all that massive.
00:20:43.030 --> 00:20:43.520
Sean Bussell
Just.
00:20:58.000 --> 00:21:05.980
Steve Tomkinson
Ohh, left in traffic is just nuts to have to deal with, you know, and the chat got can deal with all that and answer the questions you know and.
00:21:05.770 --> 00:21:23.050
Sean Bussell
And and I guess the the point of those influences is you know sometimes if they're employed by a business to do a little thing and then that's one thing, but sometimes they do just turn up on the fly and then if you do get suddenly three times the number of enquiries, then potentially if you weren't able to get to them, then just just a loss of.
00:21:13.080 --> 00:21:13.370
Steve Tomkinson
Yeah.
00:21:24.040 --> 00:21:28.630
Sean Bussell
Lots of business or you know, you're not able to maximize the profits on the of.
00:21:27.850 --> 00:21:46.300
Steve Tomkinson
Massively huge. Stop, opportunity lost, you know, just just to know how to engage with that, that business or you know if they can just deal with it and it's done and you just go. Yeah, I can, you know, chat bots answering all the questions Lala. And it just works. Then you won't know all the.
00:21:47.220 --> 00:22:12.080
Steve Tomkinson
Did I the paddling that's going on underneath the services will look serene from the top, you know? And that's perfect because that's exactly what you want to happen. And that will then converge into business. So your opportunity is made and that's probably justified. The chatbot cost for the whole blooming year. You know, just that single event, which is really important to to again understand.
00:22:08.810 --> 00:22:09.240
Sean Bussell
Yeah, yeah.
00:22:12.930 --> 00:22:20.690
Sean Bussell
OK. Yeah, well, you know, brand always say brand brand loyalty and brand brownie points difficult to come by. But the very easily lost.
00:22:20.190 --> 00:22:24.170
Steve Tomkinson
The God. OK, great. Father. Yeah. Yeah, absolutely.
00:22:24.390 --> 00:22:34.920
Sean Bussell
And I think particularly along, you know, the younger audience members, genz millennials, etcetera and the the, the patients threshold for brand disappointment is very, very low.
00:22:35.490 --> 00:23:05.460
Steve Tomkinson
Now, I mean, there's a lot of conversation about instant gratification and stuff like that, and I think they're also comes through the customer service journey. There's an instant gratification element that that needs to happen. And you know, you've got to be good for it. You've got to be geared for it. And if you're not, you will lose out quite sharply. You know, even I've got less tolerance now of, you know, having to wait for customer service, you know, and and going well.
00:23:05.540 --> 00:23:18.270
Steve Tomkinson
Really, I've got to do this. You know, I don't know what was doing the other day. I was trying to book a, like, holiday sort book your holidays time and it. And training books. And the requirement from this business. And I'm not going to name them.
00:23:19.660 --> 00:23:21.530
Steve Tomkinson
Was too, uh?
00:23:23.130 --> 00:23:25.180
Steve Tomkinson
Fill out a form on their website.
00:23:25.860 --> 00:23:31.850
Steve Tomkinson
And a agent will get back to you and discuss what holidays they have available.
00:23:34.490 --> 00:23:35.550
Sean Bussell
You know, yeah.
00:23:34.570 --> 00:23:38.720
Steve Tomkinson
And what you what? What you can. I can't just book the thing.
00:23:39.570 --> 00:23:45.460
Steve Tomkinson
You know I can't give me some options. You can't give me something to shop for. I had to download a form.
00:23:46.350 --> 00:23:50.470
Steve Tomkinson
Fill it out, send it back to them, and then an agent be in touch.
00:23:51.230 --> 00:23:59.560
Sean Bussell
Business. Yeah, I see. For me, I immediately think it's not. That's not worth it because I'm gonna do all that work and I might not even be guaranteed.
00:23:52.440 --> 00:23:53.920
Steve Tomkinson
Was just slight what?
00:23:57.570 --> 00:23:57.810
Steve Tomkinson
Yeah.
00:24:00.050 --> 00:24:00.500
Steve Tomkinson
Anything.
00:24:00.440 --> 00:24:03.490
Sean Bussell
To have anything out of it, yeah.
00:24:02.900 --> 00:24:10.510
Steve Tomkinson
Or any, you know decent price on it or anything like that. It's just it's just nuts. Nuts, absolutely crazy. But it was the only way of engaging with them.
00:24:08.230 --> 00:24:08.680
Sean Bussell
Yeah.
00:24:12.490 --> 00:24:18.520
Steve Tomkinson
So you know, you just go. Yeah. Yeah. So it's unlikely that will happen anyway.
00:24:13.560 --> 00:24:14.540
Sean Bussell
Good luck to them I guess.
00:24:18.110 --> 00:24:28.350
Sean Bussell
Yeah, I'll keep this prices on that. Good stuff. Alright. Well, we'll draw it. Draw a line under it. There. Thanks for your time. As ever, Steve. And as I always mentioned.
00:24:26.340 --> 00:24:26.780
Steve Tomkinson
No worries.
00:24:30.030 --> 00:24:41.630
Sean Bussell
If anyone's got anything that they'd like us to discuss from an automation perspective, chat bots, voicebots, anything you like, let us know in that, either in the comments on the LinkedIn Post or just drop us an email or get in touch. Thanks very much.
00:24:42.080 --> 00:24:43.680
Steve Tomkinson
Cheers. Thank you. Bye.