NOVEMBER 2018 • FOGHORN 13 FOGHORNFOCUS: CUSTOMER SERVICE 5 1 0 . 3 3 7. 9 1 2 2 • w w w . b a y - s h i p . c o m • A l a m e d a , C A Bay Ship and Yacht is honored to be awarded the contract to build the first Hydrogen Passenger Vessel in the USA and the world. We are proud to be a leader in the industry while also doing our part to protect our environment. H2O FIRST IN ITS CLASS THE WATER-GO-ROUND IS POSSIBLE BECAUSE OF OUR COMMITTED PARTNERS This project is supported by the “California Climate Investments” (CCI) program. But, he warns, if you choose to offer online chat support, be sure to take the time to do it well because the backlash you could face if customers don’t feel supported could result in disaster. “Many companies have done a terrible job with chat support,” Steiman said. “Some offer mediocre chatbots that can’t answer most customer questions. While these chatbots may seem cost effective, they can backfire by driving customers away. When asked about their experience with chatbots, 73 percent of customers who had bad experiences say they never intend to contact the company again.” Faw said that nearly three quarters ofAmericans who have communicated via a chatbox realize that they are not communicating with real people. “Six in 10 who say they have interacted with a chatbot said they knew they were communicating with one because of the robotic and artificial nature of the LEARN MORE! www.ferry.nyc/download-our-app/ www.internetlivestats.com/google-search-statistics/ www.ferry.nyc/reports-statistics/ www.forbes.com/sites/theyec/2018/02/08/six-trends-that-will-shape-customer- service-in-2018-for-better-or-worse/#ec19abe672a3 www.pewinternet.org/2018/03/01/social-media-use-in-2018/ www.pewinternet.org/fact-sheet/mobile/ responses,” said Faw. Even though chatbot users may realize that they’re not interacting with an actual person, don’t cut out your real employees completely. Says Steiman: “If you’re implementing chat support, don’t forget the importance of the human touch. Make sure your customers can still contact human agents when chatbots don’t fit their needs.” Human Interaction While all these fancy technolo- gy-supported systems all strive to aid customer service, it’s important to remember that training your employees to be friendly, respectful, and helpful to your passengers on the phone, via email or social media, and in person is always the best way to dem- onstrate that customers are vital to your passenger vessel operation. n