Automated Support Allow More Personal Touch

by | Sep 20, 2013 | Automate Support, CRM, Customer Self Service, Customer Support

Automated support is a great idea especially for businesses but on the part of customers – we don’t like to talk to machines. A more personal touch is what people need. This personal human element when customers talk to agents is what they needed to make sure their issues are going to be resolved. They do not appreciate it when they get distracted by multiple menus, applications or screens.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

However, automated support is not without benefits especially on the part of company representatives. Automated support allows representatives to gain access to the most pertinent information about the customers. The service is also more streamlined and consistent among multiple channels such as customer self-service, social CRM and websites.

Moreover, automated support can provide more personal touch by allowing access to customer information such as – detailed preferences, intent and value, feedback from previous transactions and life-changing events that happened in customer’s lives, which are actually detected on conversation.

Interactions between the company and customers must not be “completely” automated. The information, on the other hand, may be collected through automation and must not distract your tech support from the task that they’re supposed to do. The concept of automated support does not imply that the human touch is completely eradicated. It simply means that representatives can spend more time building trust, creating rapport and getting professionally intimate with their customers.

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