Three reasons why this is a great customer service interaction.
05:46 PM | Me: Hi! We made a mistake when trying to change the credit card linked to our account. Basically, we put the wrong e-mail address, and now I have paid for a fully new account instead of payment for the account we already have. Messy, eh?
05:46 PM | Bot operator: If your scheduled payment failed, please, refer to attached Help article for instructions on how to re-process it.
05:46 PM | Bot operator: [App: Article Inserter]
05:46 PM | Bot operator: Did that answer help, or are you looking for something else?
05:46 PM | Me: Talk to a person 👤
05:46 PM | Bot operator: Sure thing! Ahrefs typically replies in under 4m.
05:48 PM | Person from Ahrefs: Hi there thanks for reaching out. Which email address did you pay by mistake to?
05:49 PM | Me: The original account is with *emailaddress*, I paid now with *emailaddress*
05:49 PM | Person from Ahrefs: I will check with our billing team to help move it over to the correct account
05:50 PM | Me: Thank you. Is there something I have to do?
05:50 PM | Person from Ahrefs: nope, please wait for 2-3 hours for the change to be complete
05:50 PM | Me: Thank you!
06:07 PM | Person from Ahrefs: Hi there, the switch is done. Kindly check *emailaddress* and confirm? Please let me know if you have any further questions.
- The person helping actually read the first message in the chat, avoiding to ask me to repeat the problem or other silly information – as so often is the case.
- In two instances, the service did underpromise and overdeliver – first for the waiting time, then for the time it would take for the change to be effective.
- The interaction was straight to the point and focused on having my problem solved – no how are you?, no hope you will have a sunny day!, no I am sorry to hear about your issue.
All in all, a billing issue was solved in 21 minutes, and I got exactly 4 minutes of interaction with a chat bot and a customer service rep.
Note: a couple of bonus points for the tool that Ahrefs is using, that first suggested a relevant article from their knowledge base in the attempt to fix my issue without interaction, then allowed me to download the full conversation without having to ask anybody.