There’s Nothing Antiquated About Human Customer Service
The advent of digital customer service methods often requires a trial-and-error approach. You test out a few strategies, and eventually, the analytics will tell you what sticks. Thankfully, there’s one tool you can use that doesn’t require expensive experimentation and or disruption to the customer experience to find out what’s working. Human customer service gives you results without any guessing games about what works and what doesn’t.
You’re thinking human customer service is a little outdated, aren’t you? Compared to flashy social media platforms, automation, artificial intelligence and chatbots it may seem that way, but it’s never stopped being a reliable tool for producing highly satisfied customers. And with human customer service, you can skip the trial-and-error. Contact center agents provide consistent results and are a reliable way to balance your strategy when you’re testing the unknowns of new technologies.
Here are some of the benefits you’ll see when you incorporate a nearshore contact center in your efforts:
Build brand loyalty with a personal approach not found with digital tools. Using human customer service, you drive brand loyalty simply by using empathy to create an emotional connection between customers and your brand. When your contact center agents follow through on the promises you’ve made via social media and other digital marketing tools, customers know you can be trusted and your messaging becomes more powerful.
Inbound sales require a highly personalized experience for the customer, and human customer service helps you gather critical information about what’s important to your customer and what values drive their purchasing behavior. Contact center agents get the opportunity to meet each specific customer’s expectations and address their unique questions and concerns. It’s impossible to reproduce on social media or through a bot the kind of two-way conversation that happens with a customer service call.
A nearshore contact center is able to provide customers and agents with a cultural connection that doesn’t come with offshore customer service providers. Because of their proximity to the U.S., Belizeans can share similar interests and knowledge of U.S. culture. The language barrier that comes with an offshore provider is also eliminated. English is Belize’s first language, and many Belizeans are bilingual, enabling Protel BPO’s agents to easily converse with both your English- and Spanish-speaking customers.
Setting up automation tools to address customers’ many possible questions, or ‘training’ AI to learn the right answers can be full of trial and error. With a contact center that prioritizes agent training, your customers are able to speak with equipped, knowledgeable agents who can tailor their responses to specific needs. This makes your customers feel heard and understood, which is key in winning customer loyalty.
At Protel, your customer service is never handled with a trial-and-error approach. We provide customized services with a team dedicated to working as an extension of your own employees. Contact us today to learn more!