Just because the world has gone digital doesn’t mean human interaction is no longer important to customer service. The strongest relationships are built on personal contact, which is why so many organizations have turned to high-quality contact centers to manage interactions with customers.
Digital transformation has brought a wealth of advancements that have had a major impact on productivity. That includes customer service. Think of the countless consumers who have been aided by chatbots capable of delivering answers to basic queries. But what about the more complex issues, and to what extent should companies cater to the needs of consumers who say they want more personalized interactions?
Digital vs. Human Touch
We know that digital solutions have value in customer service spheres. But what happens when an organization relies too heavily on those impersonal, digital solutions? Too often, the result is a negative interaction, and that can be detrimental to business. Nearly 20% of consumers say they will leave a brand following one bad experience, and the percentages only go up with each bad experience after that first one.
The situation becomes a balancing act where the digital solutions need to be evaluated against your efforts related to actual human interactions. Understanding that machines aren’t capable of empathy or of taking on a meaningful conversation that leads to strengthened relationships is a good place to begin.
Contact Center Assistance
The biggest battle in the war to win over consumers is in how they are dealt with on a personal level. This is an area where the human touch and expert communication is vital and it is where valued contact centers excel.
When you partner with the right contact center, you get personalized customer services that mean something to customers who don’t want to just feel like a number. Rather, they need to engage with an empathetic human who can help them with their problems and convey valuable information while delivering it with a smile.
That’s what we do at Protel BPO. We know how consumers have changed, and how their needs have evolved from where they were even a few short years ago, and we’re positioned to deliver the type of services that builds loyalty and results in long-term relationships.
Need more information about how we accomplish this? Contact us and let’s begin the discussion that will lead to better customer engagement experiences and improved relationships with your valued customers.