With so many artificial intelligence-generated customer service tools available today, companies small and large are taking advantage of technological improvement so they can better connect with customers on their terms. But failing to offer the human-based element will alienate a large portion of your audience that requires more than what a chatbot can offer. It’s for this reason that partnering with a trusted contact center provides so much value today.
The Importance of Personalization
Machine-based customer service tools have their place, but when a customer has a problem that requires human interaction, nothing is more frustrating than encountering a bot instead of a friendly, understanding and helpful customer service agent.
There are so many bots in place today that the natural response to having to call into a company for support brings on the immediate dread of interacting with a bot and an endless series of unhelpful commands that lead to frustration. The result, in the worst-case scenario, is that the once-loyal fan of the brand will become an ex-customer.
Contact centers utilize a variety of technologies to ensure customers get service the way that suits their needs, but the best contact centers also value the demand for human touch.
Partner With a Professional
Not all contact centers are able to deliver on the demand for personalization in customer service. Some fail to hire people that are the right fit for customer service. The best person for this role is one who has a knack for communication and a passion for being helpful. Other contact centers also fail to provide ongoing training for agents that help them provide the kind of customer service needed. Instead of getting a helpful individual on the line, customers are met with an uninformed, unhelpful experience that leaves them with no answers and no closer to remedying their problem.
When you partner with a best-in-class contact center services provider you get a team of educated, continuously trained agents who know exactly how to connect with your customers and on a personal level.
That’s what we offer at Protel BPO. We know the importance of the human touch and we’re uniquely qualified to deliver that to all of our clients’ customers. Find out more about our approach to customer service excellence by contacting us.