Why Templated Responses Fall Short and How ChatGPT is the Solution

Providing top-notch customer support is absolutely crucial for any business looking to succeed. But relying on templated responses can make customers feel undervalued and frustrated, leading to decreased loyalty and lost revenue.

After all, nobody likes to be talked at by a robot. Especially when you've got a question you need answered - you're not reaching out to support just for fun.

At the same time, for the customer support team to write each and every response completely, 100% manually, is time-consuming, and subject to human error. This is why templated responses exist in the first place. They're useful to customer support teams.

Fortunately, there is a solution which let's us eat our cake and have it too: generative text.

Unlike templated responses, generative text uses AI to create responses on-the-fly based on the context of the conversation and the customer's specific needs. This ensures that the responses are not only fast, but personalized and relevant, making customers feel heard and valued.

Let's take the example of an e-commerce company that sells outdoor gear. A customer contacts the company's support team with a question about a specific camping tent. Here's how a templated response might look:

"Thank you for contacting us. Our camping tents are made with the highest quality materials and come with a 30-day money-back guarantee. Please let us know if you have any further questions."

While this response may address the customer's question, it feels impersonal and generic. Now, let's see how a generative text response might look:

"Thanks for reaching out! Our camping tents are made to withstand even the toughest conditions, so you can enjoy your outdoor adventures worry-free. Regarding your question about the specific model, it's designed with extra ventilation to keep you cool on warm nights. Would you like more information about the materials it's made of or any other features?"

This response feels personalized and tailored to the customer's needs, because it is personalized to the customer’s needs, just not by a human. It also shows that the company has taken the time to understand the customer's concerns and provide a relevant response. This not only helps to build trust and loyalty with the customer, but it also saves time for the support team by providing a more accurate response upfront.

If you want to get extra clever, you could look at tools like Stylo, which leverages generative text and human input, to get the best of both worlds.

In summary, generative text is a powerful tool for providing personalized and efficient customer support. By using AI to create responses on-the-fly, businesses can ensure that their customers feel valued and heard, and have their question actually answered, in a timely manner.