From Siri and Alexa to self-driving cars, robots have taken over our modern world, including business and HR functions. While mechanizing these processes may be useful in some areas, digitalization in customer service has been shown to decrease service quality. This can create dissatisfied customers, wasted time, and lost profits. When you invest your time and money into a company, you want to ensure that your needs and expectations are met. More and more studies show that these expectations are sorely unmet with automated services.
Thus, superior customer service has quality interactions through human connection. According to Accenture research, 83% of U.S. consumers prefer human beings to robots for their customer service. This real news. The human touch brings with it a plethora of benefits that make the client’s life easier, simpler, and more energy- and cost-effective.
What are these benefits of human-based customer service for your business?
Solutions and Results
Talking directly to a person ensures that you will always have a solution. No matter how complex the issue, humans can work through it towards a resolution. If there is no current solution, there’s a single individual who is then responsible for finding that result. They become your point person and help you reach some sort of end. Experience This! is a podcast that is dedicated to highlighting customer service interactions that have ended for the better, providing both anecdotal stories, as well as tips for successful practices.
Furthermore, a customer service representative can function as a consultant. Whether the issue is technical, budget-based, or strategic, your service rep can work with you to find all the possible routes and results. They are trained to know how to utilize their company’s services towards your success.
