Your customer is upset, I mean really angry.
They call your organization to resolve their issue.
They are greeted by a friendly voice who knows how to respond to all of their cues seamlessly.
Soon they realize they are speaking to an automated agent, and they feel stuck in a loop.
They are now Really Upset!
Whether you are the organization working to meet your customer's needs, or you relate more to the customer, this path is for you!
Automation is here. We live in a world where you speak to an automated voice when you call most, if not all, customer service lines, before you are able to speak with a human agent, if you ever reach one. As cost-effective and efficient as this is for the company, often times the customer wants to relate to someone who can adapt to their concerns and provide human interaction. This poses a challenge for you as an agent of the company, working to balance the efficiency of your customer service department with meeting the needs and wants of your customer.
Avoiding Over-Automation in Customer Service Resolutions
Automating the customer service experience allows companies to better meet the needs of their publics by streamlining their concerns and questions to the proper person. This allows their issue to be managed quickly and more efficiently than ever before. Artificial Intelligence is truly transforming the customer experience.
Creating a human experience within an automated experience is a challenge for most companies utilizing automation for much of its customer service offerings. Within the realm of customer support, there are many levels and requirements which automation can easily support and fulfill, however, providing a human touch is not one of them. So how do you maintain the ideal balance? Read the activities below and find out.
It is undeniable. Automation provides great potential for delivering quality customer care and will continue to do so as we forge forward. The articles below offer tangible suggestions for how we can mitigate the frustrations of customers by demonstrating the capabilities of automation. Some capabilities include providing a more customized experience for the customer, creating meaningful and relevant messaging for the customer and many other tactics that can ensure each and every experience is a positive one.
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