Internet provider XS4All shows the status of its help desk on the website. Under the button 'contact' is no phone number, but the text 'phone queue'. A meter continuously shows the busyness, while the accompanying text says: 'It is very busy', or 'It is getting busier.' Only here you will see the phone number, so that anyone who wants to call will first see how busy it is before he or she indeed starts calling. Besides XS4All offers the opportunity to send a text message for free actual information on the phone queue. If it is very busy, the caller will receive another text message when it is quiet again. This way brands start real time dialogues. Later we will be able to see the average queue for a real person, of have our oral question be answered by an artificial brand agent. In the long term, that brand agent will be our primary point of contact. If our virtual XS4All assistant, Xaviera for example, doesn't know the answer, she suggests: 'Well, I can't answer this question. I will connect you to a colleague. At the moment everyone is busy. It will take about five minutes. Shall I have somebody call you back?' It all seems very normal but this is a regular dialogue that brands need to learn to (automatically) master. And that takes time.XS4All shows status helpdesk
Internet provider XS4All shows the status of its help desk on the website. Under the button 'contact' is no phone number, but the text 'phone queue'. A meter continuously shows the busyness, while the accompanying text says: 'It is very busy', or 'It is getting busier.' Only here you will see the phone number, so that anyone who wants to call will first see how busy it is before he or she indeed starts calling. Besides XS4All offers the opportunity to send a text message for free actual information on the phone queue. If it is very busy, the caller will receive another text message when it is quiet again. This way brands start real time dialogues. Later we will be able to see the average queue for a real person, of have our oral question be answered by an artificial brand agent. In the long term, that brand agent will be our primary point of contact. If our virtual XS4All assistant, Xaviera for example, doesn't know the answer, she suggests: 'Well, I can't answer this question. I will connect you to a colleague. At the moment everyone is busy. It will take about five minutes. Shall I have somebody call you back?' It all seems very normal but this is a regular dialogue that brands need to learn to (automatically) master. And that takes time.