Facebook is Charging for Customer Service, National Customer Rage Survey & Google's ChatGPT Competitor

Customer Service?In The News

$12 Per Month for Customer Service | CEO of Facebook, Mark Zuckerberg, recently announced their newest product: Meta Verified. This subscription, for $11.99 per month, gets you a blue check mark and direct access to customer support. Facebook has been infamous for making it impossible for users to access live customer service to deal with account lockouts and hacker takeovers. Read the fully story here | Washington Post?

Americans Unhappier Than Ever With Customer Service | 74% of Americans reported a product or service problem in the past year, according to the 10th edition of the National Customer Rage Survey. This is the highest it has ever been and has almost doubled since the figure was first calculated in 1976. 43% of consumers yelled or raised their voice to communicate their irritations - up from 35% in 2015. Explore the rest of the data and takeaways | NPR

Normalize Hanging Up on Rude Customers? | A video on TikTok, showing a customer service agent hanging up on a rude customer, has gone viral. The video, posted by Abigail Opperlee (@abiopperlee), has opened the door for other agents to comment on their experiences and has reminded us how challenging of a job it is to be a customer service agent. The video has over 13M views and 7,000 comments. See the video and read Abigail's story | Yahoo News

Google Launches ChatGPT Competitor | Sundar Pichai, CEO of Google, has announced the release of BARD - their A.I. chatbot with similar functionalities to OpenAI's ChatGPT. BARD will only be available to a limited number of users in the United States and United Kingdom but will grow to more users and more countries with time. Google is taking a much more cautious rollout compared to their competitors, which have been criticized for proliferating an unproven technology. Dive into the full story | New York Times

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Video of the Month

Mike Bowman , Director of Servicing Operations at ECSI, A Global Payments Company , discusses how their customers responded to and rated their conversations with artificial intelligence.

CEO Insights: Featured Post

In his recent LinkedIn post, Gadi Shamia compares eBay and Amazon through the lens of Good to Great. He points to Amazon's commitment to customer service as the key reason Amazon beat eBay on the quest of being the premier online marketplace.

As a leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant’s AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. Replicant scales up or down instantly, can be implemented in weeks and handles millions of customer support interactions a month.

For more information, please visit: www.replicant.com