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#ICMIchat Recap: Is it Ever Okay to Put Service on Autopilot?

By Erica Marois | Date Published: June 25, 2015 - Last Updated August 22, 2018 | Comments

Earlier this week I shared a post about the Spirit Airlines approach to automated social customer service.  On Tuesday we took a deeper dive and devoted an hour to discussing automation during #ICMIchat.

Does your company automate any aspects of service? How does automation make customers feel? Are there opportunities for automated service to benefit both the contact center and the customer? Scroll through the recap below to find out how other contact centers are (or aren't) using automation to enhance the customer experience.

Join us again next week as we chat about serving customers across time zones.  The tweet chat begins at 1pm EST each Tuesday.  Just follow and use #ICMIchat to participate!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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