Customer support has evolved immensely with technology spearheading every form of communication. Chatbots now spring up as soon as you land on the page. Instant and proactive communication is important, nevertheless creativity & empathy is equally important and that requires the human touch.
Of course, customer support on a large scale requires immediacy which companies like Nextiva understand very well. The company has even designed its own, in-house customer support platform, called (NextOS). With a client base of 150000, Nextiva strongly believes that by expecting customers to conform to the company’s technological platforms is a bit far-fetched and can cost the company dearly.
When companies have a great experience with technology they assume that customers too will be willing to use technology the way the company does. This is quite common and so customers end up thinking that this is the norm. But you can be the wheel of change and embrace an empathetic attitude which could give you an edge over others.
Intelligent deployment of AI on the website and chatbots can be proactive but not really personable. If AI is deployed to work interactionally with human agents, then human attributes like empathy and creativity make communication much more layered and personal. Human agents can focus on just creating an ambience or enhancing the experience and the AI can do most of the work.
One must remember customer service actually means serving the customers and that requires personal interaction. Body language, gestures, a smile, a concern – a gamut of human emotions make an experience memorable & pleasant. In fact, people will appreciate technology even more if human agents act as effective facilitators.
