In exploring new technologies to improve customer service, always bear the importance of personal touch in mind.
We have been hearing about various technologies that promise to improve customer service. The gamut of technologies often leads business owners into a confused state about which technology will truly improve their service operations. One of the most popular technologies looked into is a chatbot.
In a recent research by technology and services company Aberdeen Group, it was found that more organizations are planning to adopt a chatbot this 2018. The cost-efficiency and ability of the bots to provide almost instant responses to customers make it appealing for businesses, especially for those whose primary audience is millennials. In the 2017 Aspect Consumer Experience Index, it was found that the millennials are the most comfortable in utilizing chatbots.
But speakers from the webinar entitled Hype vs. Reality: Top Customer Experience Trends and Best Practices in 2018 maintain that chatbots can only be successful if implemented for very specific uses. An example they cited is Margot, a chatbot who serves as a sommelier for a UK-based grocer. Margot’s primary role is to give recommendations about the best wine to pair with a certain food.
True enough, bots can be a good support for customers that need information. But when a customer’s concern goes beyond that, there arises an inevitable need for human beings to intervene in the process. This mainly resonates from the fact that service automation still has functional limitations. When we need creative solutions or pieces of advice or when a situation goes out of hand, only a human being can easily rise to the occasion. This is why most companies still opt for a human agent for their live chat support operations.
With a human agent, companies are able to personalize their interactions with customers. They can give a personal touch that will make them stand out from competitors. They can be flexible with the support they give because human beings are flexible. Indeed, the personal touch is imperative in customer service. In planning to adopt new technologies, always bear this in mind.
Outsourcing live chat services
Live chat has become increasingly common among businesses. Customers no longer reward companies for implementing it on their sites. This wide acceptance poses a challenge to deliver optimal support in this customer service channel always. Large enterprises, startups, and SMEs that are looking for a cost-effective way to meet this objective find comfort in outsourcing live chat to offshore BPO providers. By outsourcing live chat, they are able to:
- Provide 24/7 support
- Personalize interactions with customers
- Give accurate and quality customer service
- Lower down operational costs
- Focus on other activities that can generate more income
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