This article caught my eye: “The Case for Having Human, Not Robot, Customer Support 24/7.” It’s an article on the DestinationCRM website. And, it’s a great article that supports what those of us here at On Call Centre experience every day (and night) as we humans speak to other humans.
#1. Many customers need to call their vendors between 5:00 pm and 9:00 am. Your customers don’t want to speak to a mechanical voice or chat with a bot or leave a voicemail. They want to speak to a human with a beating heart who can answer their questions no matter the time of night (or day).
#2. Customers want to be understood. Experienced Customer Service Representatives are intuitive and empathetic. They recognize tone of voice, cadence of voice. And. Silence. Experienced Customer Service Representatives work hard to ensure your customers are left with a positive experience when the call comes to an end. We understand the importance of brand loyalty to your business.
#3. Business is based on people. Personal customer service leaves a better brand impression on your customers—much better than a mechanical voice; much better than bot chat.