The vast majority of people I know who have done phone/chat support have had a spreadsheet (or fancier tool) of common phrases and mandatory boilerplate answers, an overview of the company they're doing it for (sometimes just a couple pages in a word doc), and tone/tool training at a minimum. And generally that tool has a tree of common steps that are also generally mandatory, because they punish rather harshly for going off-script. It's not much, and it gets you the sort of support that people often think of with ticketing systems: impersonal and inaccurate, favoring the company.
But it's rarely this inaccurate. Or if it is (e.g. missing a major product launch), it's fixed in a day or two.
Comments
I mean, yes? That sounds pretty accurate for most companies before chatbots became the new hot thing
Uninformed chatbot replaces uninformed person. And the chatbot doesn't need bathroom breaks or health insurance.
The vast majority of people I know who have done phone/chat support have had a spreadsheet (or fancier tool) of common phrases and mandatory boilerplate answers, an overview of the company they're doing it for (sometimes just a couple pages in a word doc), and tone/tool training at a minimum. And generally that tool has a tree of common steps that are also generally mandatory, because they punish rather harshly for going off-script. It's not much, and it gets you the sort of support that people often think of with ticketing systems: impersonal and inaccurate, favoring the company.
But it's rarely this inaccurate. Or if it is (e.g. missing a major product launch), it's fixed in a day or two.