Customer Service Must Be Human and Digital

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Customer Service of the future must be human and digital

In today's society, the abundance of smart devices and applications makes instant communication available to us at all times, transforming the way we interact.

Companies offer their services through a wide variety of channels, both online and offline, and customers enjoy the convenience of buying or carrying out their transactions at any time and from anywhere. As a result, consumers expect customer service to be mobile and on demand as well. However, making customer service available and accessible at all times doesn't imply that it must be a fully technology-based service.

By combining a human customer service team and digital channels, companies can offer a constantly connected service that will exceed customer expectations and strengthen brand loyalty. According to a report by Engine, more than 60 percent of customers want simpler, more flexible and affordable service options.

Whether through the attention of a human agent over the phone, a list of frequently asked questions on the web, or a live chat, clients want quick, effective and useful answers to their questions. In fact, a recent Accenture survey emphasizes the importance of blending physical and digital experiences to meet customer expectations.

" The priority should be to provide accessible assistance at all times and on every platform "

Providing both human and digital customer service channels is critical to satisfying customers. Although communication is increasingly electronic, the voice continues to be the most natural means of expression. 58 percent of consumers prefer to speak to human agents for a quick response and, according to Cisco in its Customer Experience in 2020 report, 84 percent prefer human interaction when trying to solve a problem.

The ease of transmitting information makes voice a valuable channel to get closer to the customer. Contact center agents can interpret the customer's tone and emotions through their voice, allowing them to react appropriately and propose the best solutions, as well as providing a personalized experience. Consequently, the voice channel is still essential. Of course, digital channels are a perfect complement to improve the customer experience and help to cope with the high volume of inquiries so that all customers receive excellent service.

Live chat, thanks to the use of chatbots, or the automated calling service, allows companies to reach more customers at any time. Simple measures like ensuring that the website is constantly updated will also help customers find the correct information.

With the latest omnichannel technology, companies can reduce response time to inquiries. The functionalities of the live chats help to provide an efficient service whatever the volume of demand. The key to effective digital customer service is having a state-of-the-art customer interaction management solution that can manage multiple channels, make life easier for agents, and provide customers with intuitive service.

Having connected customer service also means taking a proactive approach, taking the initiative and reaching out to the customer in certain cases. Customer service is to be much more than a helpline. The creation of a personalized service that adapts to the needs of the consumer will undoubtedly improve the relationship with the brand.

Businesses must offer flexible and constantly connected customer service to adapt to today's mobile consumers. However, staying in touch with customers doesn't have to rely entirely on digital media. The best service will take an omnichannel approach and use the empathy of human voice interaction combined with the convenience of digital channels. The priority should always be to provide excellent customer service, as accessible as possible, at any time and from any platform.

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