I get it. You're a big company, you're dealing with risky transactions and you have a lot of users. So you have a lot of support queries.
So you need to have automatic replies and pre-fabricated answer messages for the many recurring questions.
However, when an issue is isolated and specific, and is not explained by any of your pre-fabricated answer messages, you're supposed to escalate to a team who can answer it instead of having them select yet another pre-fabricated answer that completely fails to answer the message.
Even if you do get somewhere in the conversation because the agent was nice enough to think a bit more about your question, you'll find yourself starting all over again when giving more information to this particular agent because it'll be another agent that is now taking up the conversation and they do not ever check the whole conversation, but just the last answer. To which again you get an answer that is not an answer at all.
Just think about how many hours of support you are wasting away because your customers needing to reply and repeat the question again? All because you don't know how to offer support.
You have so many feedback loops built in your platform, but no feedback built in your support. Are you scared you might not like the result?
