Chatbots
In general I am not opposed to the use of chatbots because it is a cost-effective way of providing customer service, especially where human interaction is not necessary. In the exchange below the chatbot was funny and also solved my problem! However, I would like to know when I am talking to a robot. I assumed when I clicked "Chat with a Logos expert or call us at..." that I would be talking to a real person. Likewise, in the email exchange I assumed I was talking to a real person.
Chat 2018.10.30
| Robert 18:27:09 |
https://www.logos.com/product/5161/calvins-commentaries says its included in Bronze and up. But when I look at the Bronze package, it doesn't look like its included. Is it included in its entirety in the Bronze and up packages? Thanks! |
| Gerald 18:28:28 |
Hi, Robert! |
| Gerald 18:29:06 |
Looking at this for you. |
| Robert 18:29:13 |
Also just curious (sorry for asking) are you a real person? |
| Gerald 18:29:35 |
I am a robot, for sure! |
| Gerald 18:29:38 |
:-) |
| Gerald 18:29:53 |
Do you have an account with us, Robert? |
| Robert 18:29:59 |
You never know these days! |
| Gerald 18:30:00 |
I was trying to look it up, and I can't find it. |
| Gerald 18:30:07 |
So true!! |
| Gerald 18:31:51 |
Calvin's commentaries are included in all of the Reformed base packaged, Bronze and up. You must have been on the Standard Bronze page. |
| Robert 18:32:30 |
You're right, thank you. |
An email reporting a bug:
Me:
Please describe the issue:
When changing layouts the tab previews do not update. In the attached picture, the ESV tab is showing what looks to be Mobile Ed content from the previous layout.
Logos:Dear Robert,
I am sorry to hear that you have been having this problem.
I have reported this issue to our technical team, and I will get back to you once I have heard back from them.
Sincerely,
Joe [Last name removed in case he is a real person]
Customer Service
Me:
Not a problem, just trying to help improve Logos!
Logos:
Dear Robert,
Please accept my apologies.
We are working on a fix for this problem, but I am not sure how soon it can be made available.
Sincerely,
Joe [Last name removed in case he is a real person]
Customer Service
Comments
-
My take on your experience is that you were dealing with real people in both cases and the chat responder was joking about being a robot. I could be wrong... but seem to recall Bob (the CEO) making a public statement years ago, that when calling in, customers would always speak to a real person. I point out this non-applicable situation because it reflects the company culture IMO.
0 -
If Gerald really is a robot, he's a very intelligent one! I suspect it's a member of staff thinking you were having a bit of fun, and playing along. And although your email response was canned, again I think it came from a real person. (You always get a better response to bug reports on the forums, by the way.)
This is my personal Faithlife account. On 1 March 2022, I started working for Faithlife, and have a new 'official' user account. Posts on this account shouldn't be taken as official Faithlife views!
0 -
Great to know! Thanks everyone for the comments.
0 -
Robert Kelbe said:
I assumed when I clicked "Chat with a Logos expert or call us at..." that I would be talking to a real person. Likewise, in the email exchange I assumed I was talking to a real person.
Hi Robert,
I can confirm that both Gerald and I are actually real people! I'm sorry if my emails seemed overly formulaic, but they were not the work of a robot.
0 -
Wow! I am very sorry for the confusion.
I really like the feedback from real people, and I have a lot of fun reading these forums.
I am so thankful for the Faithlife employees posting here as well as the equally helpful and dedicated users.
So... Thank you!
0
