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, with 85% of the over 54s expressing their preference to speak to a real person. Out of all of these specific respondents, 50% stated that the main reason for this was because people are easier to get answers from, while 21% said human voices are more personable. This supports the importance of the human voice.
It is important to note that steps must be taken to ensure your customer service agents know how to communicate clearly, effectively and politely. CallCare’s study found that 49% of respondents said clear pronunciation is a factor which contributes to a trustworthy accent, and 72% said that a medium pitched voice (such as Tom Hanks) is the best vocal trait to have for a customer service representative. Furthermore, 32.2% of respondents said that being spoken over or interrupted was the most frustrating when speaking to customer service agents, and 56% preferred a formal tone over an informal tone. Keeping these findings in mind can help you to properly strengthen your customer service, therefore improving your business as a whole. Speaking to a real person during a customer service exchange should definitely be the preferred option for any company, but ensuring your customer service agents are fully prepared to engage in a friendly, helpful and meaningful conversation regarding your customer’s needs should be your company’s top priority.
Automated systems can be convenient for some, with faster response times and simple question and answer formats at their helm. However, the power of the human voice cannot be ignored. It is important to note that relying on automated systems can result in a less satisfactory experience for your customers, therefore impacting your businesses’ sales and reputation.
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