Here’s a cautionary tale for companies on how to provide customer service in the digital age: don’t do what ASOS did.
This week Facebook users discovered a hilarious quirk with an ASOS bot that responds to customer complaints.
It began late last month when a woman named Chloe wrote a post to the online fashion retailer slamming their customer service as “the worst I have ever experienced”.
It wasn’t long before people realised that ASOS sent automated replies to anyone who mentioned the words “refund” or “response” in their comment.
The response is a variation of: “Hi _____, please DM us with your order number and ASOS registered email address so I can look in to this further for you. Protecting our customers is really important to us and to comply with the General Data Protection Regulation we can only discuss order and account information with the registered ASOS account holder. ASOS.”
And that’s when people started to have some fun.
One person wrote: “I’ve never ordered from ASOS but I also want a refund for an order I never received or ordered!” receiving a message that began with “Thanks for getting in touch sorry to hear you have I can definitely help – I just need some more information from you…”
Top Comments
Articles like this just prove how important a bot reply really is to filter out un-related or unaswerable comments at the very first stage.
Why would ASOS change their bot? This is fabulous advertising for them!
It's not like the bot charges them per message.