We live in a world where technology increasingly evolves and grows to provide more and more services. For customer service contact centres, telephone answering systems and online chat can be powered by machines. While this may be revolutionary, it is undeniable that the human touch still matters. Here are three reasons why humanised customer service is still so vitally important.
1. Humans can show empathy
While automated systems may be concise, efficient and fast they cannot show the human emotion necessary for top quality customer care. In various situations customers may need an empathetic response at the end of the phone. Only humans can display this level of compassion and genuine care, for a customer service experience that ticks all the boxes. This is especially important in funeral call handling, where the person on the end of the phone may be experiencing extreme grief, sadness and confusion.
2. Humans make the experience personal
There is no doubt that many people find communicating with technology difficult and frustrating. Many will deliberately seek a human connection, so that all of their questions can be answered with no limitations. When speaking, person to person call centre agents are able to provide a personal experience for every individual and match their communication style to suit the needs of each caller.
3. Technology can still fail
While humans may make mistakes, technology is far from fool proof. And when it fails, it is humans that need to step in to solve the problems. Many customers will experience frustration at the hands of call centre services that provide little human interaction, in favour of automated bots. In fact, many will hang up and look elsewhere if they cannot get through to a human operator.
If your business needs a top quality contact centre, to provide the best possible service for your customers, then contact Frontline today. Our outsourced customer service uses professional staff who can adapt to your business and provide essential communication around the clock. With agents on hand 24/7, every day of the year you’ll never have to leave your customers waiting, so give us a call today.