How The Human Touch Influences The Customer Journey
There are so many moving parts when it comes to delivering excellence in customer service, and many of these components are often managed through technology. With that, the question, "Is there still a place for the human touch?” frequently comes up.
At Intercon Messaging, we have always ensured a human touch during every call we answer for our clients. In a world driven by automation and artificial intelligence, we believe that the human touch is even more essential for every business — especially now.
Most business owners have had to rethink their post-pandemic budgets and struggle to determine if they can afford more staff to provide a human connection. The real question to ask is, "what is the risk of not providing it”?
Can’t Afford That Human Touch
In a recent article from Call Centre Helper, McKinsey & Co. states, "Automation and technology have certainly been game-changing in terms of convenience, speed and 'anywhere, anytime access’ for customers. The need to transform digitally is a no-brainer. But the human touch can also be game-changing, and more than ever, great customer experience depends on the human factor." We couldn’t agree more.
Offering a human touch makes customers feel like you care, and it will increase their trust and loyalty. This is where a professional 24/7 live call answering service like Intercon Messaging can assist.
Automate Instead
You can, for sure. There are many channels, segments, and points in the customer journey where automation can be effective.
However, automation is not always the quickest route to creating value. Human input can go a long way when it comes to understanding your customers, their expectations, and their needs. In a rapidly changing world, this can be a great pathway to sustainable business success and driving customer loyalty.
Mixing Live Human Connections and Automation
The truth is that it isn’t. Hybrid solutions that switch from automated to human interactions can be integrated successfully. Many businesses rely on tools that orchestrate a mix of live customer service agents and automated tools. Specific automation platforms can determine the exact moment when a live person needs to step in and resolve or prevent customer service issues or convert a new lead into a sale.
Technology is continuously advancing, and automation is stepping up as the new norm. However, if you think that offering a human touch is a bit "old-fashioned," you should think twice about that. There is tremendous value in providing a personal connection that never goes out of style — but having a blend of both could potentially yield the best results!
Let’s Connect
For more information about how our professional call agents can deliver that human touch for your callers, visit this link or call us today at 1-866-605-2558.
