Why Scripted Customer Responses Can Hurt Your Business

by | Jul 20, 2013 | Automate Support, Customer Self Service

The costs of running a customer care department are high. Customer care representatives have to be paid well in order for them to deliver accordingly. Managing and supervising customer service staff also takes time- this equals money and lost opportunity for any competitive business.

Yonyx enables you to go beyond call scripts to utilizing decision tree driven interactive guides that your customer service agents can utilize to give consistent and accurate information to your customers – there by increasing your customer satisfaction ratings (CSAT) and improving the productivity of your staff. To learn more – please click here.

Faced with the harsh realities, some budget strapped businesses are opting for scripted answers as customer responses.  Although this could be a quick fix for customer queries, it clearly hurts customer experience, and satisfaction.

  • Scripted messages lack personalization. With more and more businesses offering personalized customer service to clients, giving script answers that are general disconnect with the customers.
  • Trust levels are also low on scripted messages. In their attempt to produce neutral answers that don’t answer anything specific, businesses risk sounding insincere in the eyes of their customers.
  • Disconnect is another risk that comes with giving scripted answers as customer responses. Customers want to know that you care- you can’t bring out this care in a scripted, general response.

If your business cannot afford to produce specific answers to customer questions, why not serve adequate self service on your website. This way, you’ll not only spend less customer queries, but also do it for less.

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