In recent years, automated customer service has been gaining prominence in the market. With increasingly advanced technology and... Chatbots Communication between companies and consumers is becoming much faster and more efficient. However, what is the best option for providing excellent customer service? Humanized service or automated service?
First, let's understand how each service works: Humanized Service It is, basically, that service provided by people, whether it's yourself or a team behind it.. Already the Automated Customer Service – Chatbots are associated with any functionality or platform that delivers automatic and pre-programmed responses to your customers.
But it's worth noting that Automating your communication with intelligent robots doesn't mean losing the human element from your interactions. On the contrary, automation is humanized with chatbots that interpret the intention of your contact and artificial intelligence in continuous learning..
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People connect with people.
Interaction with the online agent is very important.It means there's a person behind the screen. Someone who is willing to listen to you and help you with your questions and problems.
This was previously only possible with a humanized approach to care, but Today, automated customer service systems are being increasingly refined, making this deeper interaction possible.
Agility and speed
At this point, automated customer service might end up winning out, because since the responses are pre-established, your customer will generally receive a faster response than your team could. Of course, this will depend on the size of your team and customer demand.
Automated customer service focuses on... Speed up service and don't keep your customer waiting.However, when it comes to creating a more personal relationship, the best approach is to opt for a more humanized or hybrid service.
Customer appreciation
Make your customer feel valued through impeccable service. This is the key to success for many businesses. And of course, you can achieve this with both humanized and automated customer service.
Experience
If you want to have a For high-quality and efficient automated service, you first need to understand your customer well.how he thinks and what he is looking for, so that this response process can then be automated, avoiding confusion.
Costs
If you bet on a If you have a dedicated team to provide humanized service, the cost will certainly be higher than if you were to use an automated service method. That's because, in addition to paying your employees, you'll also need to invest in good training (don't forget to invest in training your customer service team; this is fundamental to your business).
Automated response platforms are generally very accessible, and some are even free. However, you will need to spend some energy and time understanding your customer well, how they behave during the interaction, what they usually want to know, how you can help them, among other things, in order to program the automated response in the best possible way.
Customer satisfaction
To invest in AI-powered chatbots and improve your customer service, you can rely on... Matrix We create chatbots that automate various daily tasks for your company.
Matrix values the importance of human interaction, but we also understand the need for speed and convenience, and offer an efficient service with automated customer service. Talk to a Matrix Consultant and learn more: 0800 604 5555.
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