Automation is taking away the aspect of human interaction during customer service. We see more companies begin to find and favor advanced technologies and automated solutions that allow them to respond to customer inquiries in a faster way, without the need for direct human interaction. The truth is that the human element of customer service is still important.
This post highlights simple reasons human customer service still matters despite the digital disruption.
1. Customers Still Prefer the Classical Forms of Communication
A simple phone call gives the potential for emotional exchange. A well-trained customer care expert uses social cues and common patterns to determine how their consumer may be feeling. Therefore, whether the customer is in a state of panic or frustration, the customer care agent can respond effectively. Ultimately, the customer care agent solves the problem, or makes the sale faster and much more effectively compared to how a chatbot would do.
2. Comprehensiveness of Information
The objective of every customer service session is to offer the client potential solutions to the current issue. In some cases, the Chatbots lack a detailed solution, creating inconveniences. Remember that some customer problems are unique, and the system may not have enough resources in its customer service knowledge base, hence may not respond effectively.
3. Businesses Offering Human Intensive Customer Service Will Stand Out
Experts estimate that the Chatbots segment will experience a larger market size. The major factors fueling the increased market growth include demand for AI powered customer support. Over the course of the next few years, the majority of businesses will attempt automated customer service platforms. This presents a good opportunity for businesses that still provide human-intensive customer service.
This post does not mean that customer service should not involve modern technology. Organizations should incorporate the aspect of customer service to survive. Ideally, finding a balance between the two should be the target.