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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
Training employees to use a new printer
Choosing a new office location
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 sends customers discounts
It handles complex problems
It reduces office rent
It gives quick answers
Explanation:
William says, “Live chat gives quick answers to customers.”
3.
What does William say chatbots can do with complex problems?
Pass them to live agents
Delay them until the next day
Ignore them completely
Solve them by themselves
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 likely make customer service slower
It is meant to combine strengths of different tools
It will eliminate the need for any human agents
It is designed only for in-person support
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 increase sales by advertising
They replace the website completely
They require fewer customers
They reduce costs by handling many questions
Explanation:
William says, “Chatbots reduce costs by handling many questions.”
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