Automated technology offers the opportunity for fast, convenient, and satisfying consumer transactions. But, if it’s not reliable and accurate, consumers quickly seek personal service to work out issues and receive guidance and reassurance.
That personal service needs to be truly personal. While artificial intelligence-powered chatbots are making strides, they’re still hit-and-miss. And the last thing a frustrated customer will tolerate is a chatbot that doesn’t understand the request or provide effective assistance. Online chat, while a step closer to personal touch, can still prove frustrating and cumbersome.
It takes real people having real conversations to achieve real solutions and satisfaction.
We’re a loan servicer that has experienced over three-plus decades the critical need to create a robust balance of personal service, convenience, and technology to satisfy clients, their customers, partners, and other stakeholders.
Bottom line, the technology had better work reliably and conveniently. And, when there’s a glitch, a live person must be accessible right away.
Without this harmony, businesses see trust, longevity and loyalty disappear.
Here are three important tips fueling Concord’s contact center success—and that can be applied to help achieve optimum customer service outcomes for businesses across the board:
And remember: When ramping up technology, make sure everything supporting it is up to speed as well.