Logitech: Sometimes Automation isn’t Your Friend

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I received this email today. While this is a B2C example, I think we can all see the risks inherent to any of our businesses. I did not edit this email at all, outside of deleting the reference number.

Hi Jim,
This is , from The Logitech Customer Care Team.
How’s everything going, Jim? We have sent a response and we haven’t heard back anything from you. We just want to make sure that we were able to address your concerns before the system automatically tag your case as closed.
Is there anything else I can help you with? If your issue has not been resolved, please do not hesitate to update me.
If you have any additional questions, please feel free to visit our website at http://www.logitech.com or reply to this e-mail.
This is your support reference number: [reference number].
Thank you for choosing Logitech and have a wonderful day.
Sincerely Yours,

Logitech Customer Care Inc.

Now, this wasn’t the most personal email I’ve ever received. Especially since this is the third time I have received this exact email from a tech!

Scripts are useful, and they help ensure consistent service. But over-reliance on them really doesn’t help. Using the exact same message coming three times shows you are inauthentic, let alone signing off as !

Have a great holiday weekend!

Republished with author's permission from original post.

Jim Tincher
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for CX, and a thirst for knowledge, led him to found his customer experience consulting firm, Heart of the Customer (HoC). HoC sets the bar for best practices and are emulated throughout the industry. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.

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