- 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. 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.
If your goal is to provide amazing service to your customers, it is important to accept that technology doesn’t solve everything (not yet). The human connection still matters.
Besides technology, make an effort to recruit the best talent, invest in their training and empower your employees to make decisions that impact positively the overall customer experience.
If you are looking to extend your customer support teams, we can help you!
¨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)
ChatGPT and other robots are changing the way we communicate. But when it comes to providing great customer service, people still prefer to talk to a real person on the other side of the phone (or screen).
Don’t let your customer support programs in the hands of robots. Instead, use technology as a tool and find the right mix between tech and human talent.
If you are having problems with your customer service team, give us a call or shoot us an email, and we can help you get a new customer service remote team.
At Voxcentrix, we help our clients to expand their customer service teams and empower them to elevate the overall customer experience.
Let’s talk about your projects.
