As technology progresses, interactions between businesses and customers are becoming much more automated. Furthermore, the coronavirus pandemic saw an increased number of companies relying on various automated systems for their customer service- e.g., live chat on websites, mobile apps, automated phone calls, etc. But is this a step in the wrong direction? This article will outline the importance of the human voice, ways you can improve your customer service, and discuss why human interactions are important for excelling your company. Human to human interactions lead to clearer responses; it is impossible to form a fully in-depth conversation with an automated system. In a study by CallCare , it was found that nearly four-fifths (78%) of respondents said they prefer to speak to a real person than an automated system when they call customer service lines. Only 11% preferred automated systems, while the same percentage suggested they had no preference. Older age groups took the majority,...
... blogging my guts out