Charmedly

There’s a term one of our survey respondents used that we haven’t been able to shake since we read it - exhaustion design.
The idea that some customer service chatbots aren’t broken. they’re working exactly as intended. built to make getting help feel so difficult that you just... give up. log off. Stop asking.
We surveyed 101 customer service professionals across Africa and the Middle East to find out what’s actually happening on both sides of these conversations. What they told us was uncomfortable.

The full report is linked in our bio (https://www.charmedly.co/report). Swipe through first.