Does Chatbot damage customer relations? | Business Performance Maximised

▤ Summary

The article argues that businesses should not over-rely on chatbots and automated systems when customers need direct human contact. It cites survey results showing many UK adults prefer timely responses and human support over chatbots. It also emphasizes that customer communication quality affects trust, loyalty, and long-term revenue. The piece recommends that companies review how easily customers can reach support, how quickly they receive replies, and whether automation is creating frustration.

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