With so many advancements in technology related to artificial intelligence (AI) and automated processes, is there really any need for the human touch in customer service? While AI and machine learning have their place, nothing rivals the effectiveness of human interaction in building customer relationships.
There are many studies about consumer preferences to warrant looking into ways of delivering efficient customer service, such as chatbots that help consumers with easy questions. Managing customer expectations should include fast attention to customer needs, but the same studies also show the importance of connecting with an actual human to solve more in-depth problems, address queries and improve a consumer’s relationship with a brand.
This article addresses the issues that can pop up when the decision is made to drop human-to-human customer service. Frontier Airlines went fully digital in its support, which drew plenty of criticism from passengers and employees because it frustrated passengers and ultimately negatively impacted employees.
Complexities Call for the Human Touch
Yes, there is plenty to be said about gaining access to immediate assistance for routine questions, but when a customer has a complex problem and maybe even a significant grievance, an automated interaction isn’t going to smooth it out.
A quality communicator can take a customer who is upset and ready to ditch a brand and turn them into a happy, content and loyal customer. Consumers today aren’t going to tolerate anything less than an empathetic and helpful customer service agent, which is why outsourcing to a quality contact center is the best move.
At Protel BPO, we know the importance of answering customer queries in a fast and friendly manner. But we’re also committed to resolving deeper, more complex issues that can happen through no fault of the brands we represent.
Our approach is to embrace the company culture of our brands, serve as an arm of the company that is customer-facing and capable of addressing the most difficult situations. We do this by knowing the importance of the human touch, training our agents to know everything about the brand they’re representing and following through with customer interactions with empathetic hearts and a smile.
Get more information about what we offer our clients by contacting us today.