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Why the power of human touch isn’t lost in the digital transformation

We are living in a world of digital transformation. Nearly everything that you need can be found online, from groceries to entertainment and more. Most, if not all, businesses are adopting digital practices as part of the transformation, simply to keep up with consumer drive for real-time transactions and solutions, fueled by technological advances.

What are examples of the digital transformation?

Example of the digital transformation are all around us. Let’s first look at how business was conducted before the digital transformation. Either you went to a business to purchase a service or product, or you called. Now everything is digital. You can order pizza from an app, you can arrange for a babysitter online, you can even meet your future spouse on a website! Transactions, communication, travel arrangements – you name it – can all be handled online.

One area that struggles in the digital transformation

Customer support and experience is one area where the digital transformation seems to be struggling. There’s a push to automate customer support – and that’s through AI-powered chatbots. Many businesses have adopted this as a mean to provide real-time customer service, coupled with consumers’ preference to text or email instead of calling. But chatbots have limitations and can’t provide complex assistance to customers. Surprisingly, when it comes to solving issues, consumers are far more likely to pick up the phone and call a business.

IVRs are struggling, too

If a customer is reaching out to a business, they clearly want to speak to a real person. Being caught in an automated system that prompts callers to select a department by pressing a number is incredibly frustrating. It puts the customer in the position of knowing which department to select, which could be manned by only one person, who might not be available. To be walked through a series of prompts and then to reach voicemail is infuriating for a customer who is calling for help.

Automated customer service isn’t actually customer service

Customer experience has become the new brand for businesses. Customers expect a great level of service from a company and if those expectations aren’t met, that customer may just move on to your competitor, likely bad mouthing you to friends and family or on social media along the way. If you automate your customer service with pre-recorded extensions or chatbots, you’re exposing your business to potential negative customer experiences.

Human touch still matters

Why risk it when you can simply provide the thing that consumers are looking for? Human interaction and engagement. While the digital transformation has provided many great things to commerce, it’s detracting from the human interaction that consumers still want. And for a while, it seemed like we were toward solely text communication versus on the phone, the phone remains a powerful tool in providing great customer service.

Answering services know customer experience

Answering services are a popular choice for providing customer support and service in lieu of chatbots. Live operators answer each call and take a message and then the message is sent back to the business. This way, each call that comes into a business is handled by a real person and the caller feels that their inquiry or problem is being addressed and they will get a return call soon.

VoiceNation supports businesses

If you can’t answer every single call, it’s time to consider an answering service. With VoiceNation, all your calls are answered in 3 rings or less. Your messages are immediately sent to you through our app, online dashboard and text and email. We also do more than just take messages. We’ll forward calls, take payments, process orders and book appointments. All our incredible features are included in our affordable pricing. Give us a try for free or call 877.679.3777 for more information.

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