Customer Services contribution to your business success

[Rob]

Hi all,

This topic is about your opinions regarding Customer Success department and its perceived contribution and help to your business. I would be very curious to know whether you would consider CS services as a major differentiator / competitive advantage when comparing with our competition.. I mean: Tech Support, Community and Insider Club, GSLearn courses, in-app AC onboarding, Help content and performance / help of your local Customer Success Manager (either direct GS or local GS Partner). If your business is served in any of the above-mentioned areas by a local GS partner please contemplate on it too but indicate that it's a local GS partner provided service.

The issue is stemming from a currently hotly discussed industry dilemma related to "AI hype" where AI is seen as "silver bullet" for everything... my worry is that replacing customer services with AI-driven approach would remove our uniqueness as a company when it comes to customer relationship. Having said that, I definitely see AI potential in analytics and resolution of some low-complexity, highly repetitive or trivial tasks but where should we stop? Where is this proverbial line in sand that separates perceived quality customer service and an automated "call center" or chat-bots?  

So, I am interested in perceived values of current CS vs fully automated service based on AI...

looking forward to your input, observations and suggestions...

Cheers

Rob

[Ignacio Azpiazu]

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@Rob wrote:

@jl_lt 

you know that I don't like one-liners full of wisdom here.... pls contemplate in more detail. Every opinion counts as long as it's clearly communicated.

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OK that is exactly what you should never again express as a customer service whatever or company face in any role. 
All clueless noobs. 

[Ernest Atanasiu]

I would prefer that the direct interaction with the customer to be human. The CS could use the AI agents all they please if necessary, of course with all the caveats of getting a half-baked solution. 
I might not be grasping the changes that will come in all of the industry because of the use of AI agents but I sure would hate to work with a company that puts profit over people. If the revolution will happen and in 10 years 90% of the people working behind a screen will be replaced by the screen itself, in the next 10 years there will be just 1 human to cash the checks and everything else will be AI and then what?  I am going in a parallel direction to your question, social responsibility and human rights (the right to work and be paid) but this is the moment to think about it, right? 

[Rob]

@Ernest Atanasiu 

AI is definitely a disruptive technology that will shape approaches in many industries and it has already raised serious concerns and dilemmas. There are all sorts of predictions and speculations where it can get us to, but that I would leave to market adjustments. At the same time, I would like to find out whether we are not removing a perceived customer value for the sake of optimisation and perhaps speed (?).

[CosminF]

Hi, 

I recently had to use the CS feature at the "main competitor" website. Of course, AI-based, but I could get through to a human quickly. For me that would be the best of both worlds. For the record, my issue wasn't solved but that's a different discussion altogether.

Does AI help me with my dumb questions or because I am in a hurry? It might. I need to bother another person for that? Most likely not.

Tech support can be there to solve issues but also it serves as emotional support. If some angry customer needs to vent, the unfortunate person on the other end of the line has to babysit a raging adult for a few minutes, then deliver a resolution. AI can't do that, and it will only enrage the upset customer. Unpleasant situation, but the bottom line is better for the company image. People want to be treated with importance, and by saying: "talk to the hand" (AI) you aren't providing much of that. 

Of course, train the AI on all the data you can get, help it help newcomers with the most basic question - but allow for people to talk to people (as the dead internet theory has already been mentioned here). 

In regards to the community - its in the name. We are here just to talk, ask, help, be helped, complain, have a laugh, boost our egos etc. As many online communities once were. Why? Many reasons but I think mostly because we're humans. Are we providing tangible business value? Hard to tell from my chair. At least you can train the AI on all the replies here (with the caveat that some aren't fond of this idea).

And also "perceived values of current CS vs fully automated service based on AI" - I'm hoping that the people applying for the tech support jobs are aware that this discussion is on the table.

[Rob]

@CosminF 

thanks for your feedback. re: Community - I am very aware that any AI on Communities would mean an instant death of this platform. It would defy its purpose. I was referring to Knowledge Base or Product Help content... I guess it could be compiled by AI, but the question here is whether you appreciate the human tone or you would be ok with more factual and "sanitised" tone... Would it make a difference for you? Actually have you ever used those two Community sections?

[CosminF]

Yes, I used Product Help quite often, because I usually "read the manual" on things, and even referenced it in some replies in this community (forum). The knowledge base is something I stumbled upon while searching answers on google but I haven't used it as a learning platform. 

For quick fixes, I'd be more than happy to interact with an AI 99% of the time but I also can empathize with the desire to "know" that if need be, you can reach out to CS that can help you with your issue.

[torben_wadlinger]

After reading all the posts here, I have to wonder whether Graphisoft isn't making the same mistake again and trying to replace one problem with another without solving the core of the actual problem.

The basic principle of Archicad can be explained in an hour. It takes about half a day to learn how to use the most important tools, and it takes about four weeks (without training but with support in the office) for someone to really work productively with Archicad and understand the office standards, etc. No external training is required for this.

It always becomes really difficult when you have to solve structural problems in Archicad, e.g., nodes, complex shafts, or anything that has to do with prefabricated parts. I don't even want to mention building renovation here. Even support fails in this area, because the support staff themselves are not planners and therefore cannot help. The problem is Archicad, because it doesn't work for really complex tasks.

Even with the best support in the world, you are only concealing the fact that Archicad is stuck in the 1990s. And that is the real problem! As soon as the geometry becomes too complex, Archicad becomes inaccurate and slow. Archicad itself says so when you break down a large object into a morph! And I don't even want to talk about the morph function.

At a certain point, even the user interface becomes illogical. The pen settings are different from the scale settings, etc. Some things are set in the object, some in the global settings, but again, not for all objects. No one can explain why the favorites do not change dynamically. And the deeper you delve into the system, the more you encounter its limitations. Even AI is of no help here.

I said five years ago: stop developing Archicad, just make bug fixing and start a new system just like Apple did it with Final Cut. But this opportunity is over!

AI-Support is the last nail in the coffin of Archicad. 

[Rob]

@torben_wadlinger 

I do not wish to delve into Archicad shortcomings in this space...it is what it is for the sake of this debate, there are plenty of posts debating topics like that elsewhere.

"The basic principle of Archicad can be explained in an hour. It takes about half a day to learn how to use the most important tools, and it takes about four weeks (without training but with support in the office) for someone to really work productively with Archicad and understand the office standards, etc. No external training is required for this."

I would definitely challenge this from the point of view as an practicing architect for 20 years as well as my observations of the customers' needs across the world. Your suggestions are slightly oversimplified and assumptive.

Now, I am not just interested in AI. It could be just one of technologies we could possibly utilise here. I am interested in your opinion about Customer Services as a contributor to your business success... do you consider GS Customer Services as a value or you don't?

[torben_wadlinger]

I thought I made it clear: no, Costumer Services does not contribute to the business success of my office. And I don’t see GS Customer Services as a value.

[thesleepofreason]

No - I don't consider GS costumer success activities to be an important factor for my business nor something that positively differentiate GS from relevant alternatives. The simple reason for that is that while there is a growing misalignment between my expected and desired outcome from using an architectural CAD-BIM software from a self-proclaimed market leader and what AC actually deliver, there are no signs of GS actually embracing a user-centric approach that could realign this any time soon. In stead there seem to have been a shift in the value proposition offered by GS from a superior software enabling architects, to something more abstract that has to do more with architecture as a business rather than a profession. That its the costumer success department rather than user success department is quite telling. 

Regarding the use of an AI driven approach. I can't say that I see the customer relationship uniqueness you are referring to and are afraid of loosing. Sure, years ago GS seem to have had a really good relationship with its userbase but looking at it since the move to the new community platform it's hard to see much GS activity here that could't have been handled by a bot. The promised improvement of feedback to and management of wish list items being a case in point.

[Rob]

@thesleepofreason 

judging by your location, your customer services should be covered by our Partner.... do you have the same opinion about their service?

[thesleepofreason]

Yes, I have an active SSA with local distributor but have not had any substantial interaction with them beyond the purchase of the software so not much value there either. What I can gather from their newsletters and offerings does not make consider a potential factor in my business - seem to be reinforcement of the GS reality detached hype of ACs capabilities. 

What should be noted here is that I share the experience mentioned earlier in this thread and have not yet received any information regarding the upcoming licence changes and would it not have been for my activity here I would have been oblivious to the fact that GS is about to terminate my SSA  (still not show how and when that will happen) which of obviously could have catastrophic effects on a business. 

But, due to the top reference of the costumer success department, I read this as a inquiry mainly about costumer success (proactive) rather than costumer support (reactive) and while local distributors can play an important role for the latter responsibility for the former chiefly falls on GS, especially when the issue is one of misalignment of user need and software capability (compared to an issue of training). So from my perspective the question is what proactive activities/processes GS has in place and if I perceive them to add any value to my investment in terms of time and money spent of the software. Relevant activities/processes are the wishlist/roadmap and insider/beta. Do these reassure me that GS actually cares about correcting the misalignment of my needs/expectations and ACs capabilities? No.

[MatteoDes]

@Rob what’s the difference considering there is no response or consideration about the continuing request/suggestion made by your paying customers?

• customers never wanted a subscription system

• Graphisoft placed archicad behind a subscription

   paywall

• customers defined specific request/suggestion about improvement to add baseline inside Archicad

•Graphisoft decided to leave those features being added by other companies creating pay to use addons

Considering the support relatively to Archicad

I received more support from other users on Reddit or tech/archiviz forums.

[Rob]

Hi all,

sorry for my temporary inactivity in this topic but I went for holidays. Spent some time in Andalusia, Spain - highly recommended if you were considering.

@MatteoDes I understand your points but "the system" works differently. Although Customer Service fronts the customer it doesn't necessarily make decisions about licensing or product directions. Yes, by all means they collect your thoughts and provide a feedback to certain extent but that doesn't mean they drive the process in the background, they just contribute.

Subscription - this is a business strategy driven by all sorts of business aspects, starting with profitability, cash flow...and ending with shareholder sentiment. Complex stuff and it would be pointless to contemplate on this here, and besides I wouldn't be able to comment on this anyway.

Wishlist/Roadmap - I have started this project to streamline processes and we implemented the front end, however it seems that the back end is harder to crack. I am still working on this, not an easy job as it involves several departments that are not necessarily fully aligned in their goals and KPIs. 

I received more support from other users on Reddit or tech/archiviz forums. Could you please tell me why GS support failed for you (your negative experience) and what geography (country) you are in (it might be relevant). 

[Ignacio Azpiazu]

Rob, please just stop. 

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@Rob wrote:

Hi all,

sorry for my temporary inactivity in this topic but I went for holidays. Spent some time in Andalusia, Spain - highly recommended if you were considering.

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[Rob]

@Ignacio Azpiazu  hmmm you don't like Andalusia, do you?