In the presence of automation and artificial intelligence, the human touch remains essential in customer service.
Technology has taken over many functions. The jobs that human beings may lose to automation and artificial intelligence have been a hot topic for quite some time now. One of the jobs included in the discussion is customer service.
Today, we can already see forms of customer service that were previously regarded as fiction or something that only happens in the movies. In California, there’s a hotel that utilizes robots to give towels and beverages to guests. The Japanese have a robot named Pepper that can chant during funerals if Buddhist priests are unavailable. And just recently, Amazon has launched its very first cashierless supermarket. More and more organizations are leveraging technology to transform their service operations.
But despite all these opportunities that technology offers, the undying truth stands that the personal touch is essential in customer service. The technology we have today still have functional limitations. It is still inevitable for human beings to intervene in the service process initially facilitated by bots or other forms of service automation when a situation becomes complex. While human beings are embracing technology when they seek for information, they still yearn for the input of human beings for complicated matters or if there’s something vague about a piece of information. This inflexibility of technology is the reason why Amazon still has staff in Amazon Go should its customers need assistance that its store alone cannot suffice. Moreover, it is unavoidable for service to be emotional because human beings are inherently emotional creatures. When a customer misses his/her flight, only a human being can genuinely empathize to alleviate the frustrating and stressful situation. True enough, business owners should also keep the importance of personal touch in mind in improving their businesses.
Before diving into exploring other technologies, think about solidifying how you interact with your customers across all your customer service platforms first. Or better yet, always take the importance of personal touch into consideration in exploring new technologies. Author Melissa Thompson stresses the following good, old-fashioned customer service approaches that will unfailingly improve customer satisfaction, retention, and loyalty:
- Truly listen to your customers
- Show empathy during customers’ moments of frustration
- Remember customers’ names
- Aim to provide prompt service
- Thank customers sincerely
To keep it simple, never forget how to be a human to successfully improve your customer service operations.
Customer service outsourcing
Customer service outsourcing has been a trend among businesses. The top outsourcing destinations that businesses often look into are India and the Philippines. The latter is more preferred for customer service and other voice BPO because of the competency of its labor force in doing the function.
The primary advantages that companies are able to enjoy through customer service outsourcing are as follows:
- An improvement in customer retention and loyalty. Agents in a BPO company undergo extensive training and follow strict metrics to attain customer satisfaction. This mature process allows it to make repeat customers and earn new ones for its clients.
- Enables focus on activities that can generate income. By letting a BPO firm handle customer service, a business can have more time to concentrate on its core business function. It enables business owners to focus on tasks that can increase business earnings.
- A decrease in operational expenses. Customer service outsourcing induces comparatively lower costs than doing the function in-house. Choosing a BPO provider to handle it can further the savings that a business can obtain.
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