Cold, Heartless and Sterile: How a Poorly Designed Process Hurts Your Customers

Cold. Heartless. Sterile.

CHS. This is an acronym I use with all my clients to describe poorly designed processes. Oftentimes the biggest mistake I see companies make is that they design processes that are good for the company but not good for the customers. The company may reduce costs and increase its profitability, but only to the detriment of the people who are experiencing that process.

You might design a process that is easier, more efficient and more productive for your company, but it makes life harder for your customers. One of my biggest pet peeves right now is when companies try to remove bodies from processes and remove any type of responsibility of a company on the process when it actually hinders the customers’ experience.

Let’s take the case of chatbots.

The use of chatbots has many advantages for a company. They save time and money, increase the labor efficiency ratio, and generate leads. Chatbots are very common nowadays. In fact, the global chatbot market is expected to reach $3.62 billion by 2030.

Chatbots can help businesses improve and streamline their customer service processes. They can answer simple queries, collect user data and gather feedback…