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Listening Quiz: Cải Thiện Hỗ Trợ Khách Hàng Với Chat Trực Tiếp Và Chatbot – Medium Level
Th12 30, 2024
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý thương mại điện tử (English for E-commerce Manager)
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1.
What is the main topic of the conversation?
Planning a company event
Improving customer support with live chat and chatbots
Choosing a new office location
Training employees to use a new printer
Explanation:
The speakers discuss ways to improve customer support by using live chat and chatbots.
2.
According to William, what does live chat do for customers?
It reduces office rent
It gives quick answers
It handles complex problems
It sends customers discounts
Explanation:
William says, “Live chat gives quick answers to customers.”
3.
What does William say chatbots can do with complex problems?
Ignore them completely
Pass them to live agents
Solve them by themselves
Delay them until the next day
Explanation:
William explains that chatbots cannot handle complex problems, but they can pass those to live agents.
4.
What can be inferred about the proposed support system?
It will eliminate the need for any human agents
It is meant to combine strengths of different tools
It is designed only for in-person support
It will likely make customer service slower
Explanation:
William says live chat and chatbots work together, and that this improves response time and customer satisfaction, showing the system combines different strengths.
5.
What reason does William give for chatbots helping with costs?
They reduce costs by handling many questions
They replace the website completely
They require fewer customers
They increase sales by advertising
Explanation:
William says, “Chatbots reduce costs by handling many questions.”
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