The role that humans play in delivering positive customer experiences may be lessening but its not over. In fact, there are some areas that humans are better than machines. But the same holds true vice versa… The way AI bots sift through data and offer fact-based guidance is much more superior than any human agent.
So, the ideal level of an awesome customer experience lies in striking a balance and enabling both digital and human parties to do what they are best at.
These are some ways in which to strike this desired balance:
Omnichannel Customer Support Platform
Omnichannel platforms are not just a way to interact with customers via their preferred channels but also a way to efficiently respond to them. Chat channels can combine bots and hand over conversations to humans when needed. Similarly, digital tools can be utilised to respond to emails or send text messages.
To simplify regular manual functions can be handled digitally, while special cases are entrusted to humans via omnichannel support platforms.
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FAQ-based Question Bank and Resources
Creating a resource bank of commonly asked questions, blogs, white papers and fact sheets will assist both the digital and human sides of a customer support mechanism.
A well-written FAQs sheet, tutorial videos, podcasts or blogs are digital tools which can be shared with customers via apps, emails or social media. These resources can also help agents when it’s their turn to deal with customers.
Know when Humans are Necessary
Striking a balance means knowing when the digital suffices and when humans are needed. Delicate situations during any sort of customer losses is the time to get that customer in touch with a human agent.
Early stages of the pandemic is a good example to give on the need for human connections. Though a lot of booking and purchase functions were digitized, when a customer reached out to a brand, it was a human voice that helped to resolve issues quicker.
Digital channels and Personal Surveys for Feedback
Another vital area in which you can combine digital and human aspects is the customer feedback mechanism. Automated digital techniques give insight into general consumer impressions under common circumstances. But if a customer is upset, they will tend to rate very low if presented with a scale of 1 – 10 to respond on.
This is when a personal survey or conversation can help close the feedback loop.
Customer experience is about making the customer feel valued and appreciated, no matter what. Hence, the key is to pick up the troubled signs long before they are thrown at you! The ability to predict customer reactions, offer solutions pro-actively and express empathy is a function of data, predictive analysis, omnichannel platforms and trained customer support agents.
Syrow – Your customer support partners with digital and human expertise
Syrow is one of the top Customer Service Outsourcing companies in India, that offers a complete suite of Customer Care Services for you to take the first step towards Customer Satisfaction and Business Excellence.
Our customer care center works on behalf of clients, to manage tasks efficiently using quality processes & services. By adopting a research-led approach, Syrow equips organizations with powerful insights that can transform the way they perceive business challenges.
Our teams consists of domain-specific experts who can help companies develop innovative strategies in order to compete and win in the industry segment they operate.
For guidance or services for your customer service requirements, contact us today. Our teams are waiting to hear from you.