Why Bots Need Culture
What Mindset is for Persons, Organizational Culture is for Business Mindset—strong or weak, toxic or uplifting—diffuses through your entire being Bots need culture. They can’t do without. As you can’t be one person at work and a completely different person at home, there is no way to be emphatic and customer oriented in sales and […]
Limits for Bots
Here’s something counterintuitive about customer service bots: It takes just 20% of the effort to handle the huge majority of conversations. You funnel routine requests through standardized workflows and get fast, reliable results. But then comes the Challenging Part: People who talk without listening. Who demand without reasoning. Who direct an unstructured emotional stream of […]
Carl’s Story
Listen to Carl’s Story Carl’s Story connects my observations as a 12-year-old boy with my experiences and observations almost 60 years later. It is fundamental to my thinking.Industrialization and hierarchic structures brought great productivity gains and wealth for many into the world. But both together have been also pushing humans into roles and cages, that […]
Customer Service as a Bridge
Customer Service Functions as a Bridge It’s all about translation. It’s about translation between your client’s world of stories, desires, and pain points on one side—and the business world of processes, systems, and rules on the other side. On the clients’ side, you will hear messy and almost sacred human stories. A mother whose washing […]
Bot Stability and Clarity
Chavavo Business Solutions Bot Stability & Clarity Bot debugging can be challenging. I told my bot Vavo to give out our email address support@chavavo.com. But suddenly, I discovered that Vavo answered questions for our email address with contact@chavavo.com and info@chavavo.com This video explains the mistake in the bot’s design that led to this fatal outcome. […]
Communicating is Art and Science
Chavavo Business Solutions Communicating is Art and Science Whether we sell, serve our clients, educate, motivate – in business we always communicate. We ask, we listen, we suggest solutions. Therefore, understanding communication is essential for everyone doing business. Here is a small diagram showing the nine stages of a professional conversation. It relates directly to customer […]
Case Study: Cayenne and Tuareg
Chavavo Business Solutions Cayenne & Touareg This is a case study I did in 2016. Touareg and Cayenne were at the time almost identical cars, produced by the same people in the same factories. But Porsche sold the same car for almost €20.000 more. I was wondering, why. My conclusion was already at the time, […]