- When a brand feels human, consumers are 80% more likely to buy their products or services.
- 74% of surveyed customers said a personalized experience is important, but wait until they experience the truly individualized experience.
- Consumers are picky —78% demand human interaction after one digital mishap or mistake.
New technology and AI are helping companies provide faster and more efficient customer experience. Impressive chatbots like ChatGPT are helping companies improve communications with their clients, in a human-like way. But when problems arrive, people still care about empathy and human interaction.
¨Global events and a multi-year pandemic have only increased our need for connection and being part of something bigger than ourselves. Today’s consumers demand a connection that feels human¨ (Retail Customer Experience)
In business and customer experience, technology doesn’t solve everything.
In the formula for providing an amazing customer experience, it is imperative to accept that technology doesn’t solve everything (not yet). And when robots can’t resolve the issue, the contributions of our employees matter.
All customer experience experts say it: employee experience matters more now than ever. Taking the time to recruit the best talent matters, their training matters, employee empowerment matters, goal alignment matters, shared sense of purpose matters, employee engagement matters, employee retention matters…
¨Mistakes happen. But skilled, motivated customer service reps are able to respond in ways that ultimately improve the customer’s brand perception and trust. Asking good questions, thinking critically, and listening non-defensively will allow your employees to engage with customers on a deeper level and get to the root of problems.¨ (Forbes)
Clearly, most people feel curious about chatbots like ChatGPT and other digital communication platforms. But it is also true that most of them still prefer to talk to a real person on the other side of the screen.
Don’t let the customer experience to robots. Instead, use technology as a tool and find the right mix between tech and talent because at the end of the day, when the unexpected happens and tension arises, they will appreciate talking to someone who really cares.
Keeping your customer service human and investing in your employees might be the differentiator you were looking for.
At Voxcentrix we strive for a culture of employee appreciation and humanizing brands. We help our clients to expand their customer service teams and empower them to elevate the overall customer experience.
We can help you keep your customer service human!
Let’s talk about your projects.
