Why You Cannot Afford To Remove ‘Human Customer Service’
This article is a part of Why DIY is The New Best Customer Experience article series, you may missed the point if you haven’t read that first.
Yes, as I said before, we can’t afford to not provide ‘human customer service’. At least for us. Do you think I want to remove our tickets realm? Or not having any agents available to chat? NO. One of the reasons is The Needs of Affections. People need to be loved. There will be times when your customers need to hear from you. There will be some customers who still don’t want to do it themselves because they found it ‘complicated’ even though most of our customers already find it a piece of cake. This is where our customer service agents came through, giving the love they need, until they can be like many others.
And the most important reasons why we can’t afford to not provide ‘human customer service’ is that we have another goals coming:
To bring the best customer experience by giving services when the customers doesn’t expect to be served.
What was it mean? Again, I said this before, giving the best service when the customers complaining or need your help is not the best service. It is what we all supposed to do in business. Most people don’t spend tons of money on iPhone because they can make a phone call or install whatsapp. But because by buying an iPhone, they can elevate their social status, or just so they can ‘socially accepted’ in their group of people. Many other smartphones can make a phone call, install whatsapp, high-res photo, and that’s already become the ‘new normal’ for a smartphone. People want something that is ‘not normal’. See, when so many companies already follow all current best practice of customer experience (like smile or say hi -etc- when a customer come) it will become the ‘new normal’. People will expect more on how you serve them.
So, I think it’s time for us to change the role of our customer agent. The ‘old normal’ will be handled by automation, DIY, and service’s bot. While our customer agent will set the ‘new normal’ in our industries’ customer experience.
So, what do you think? Do you ready to create the ‘new normal’ of customer experience in your industries?
That’s it for now, I will add more in this series of “DIY is The New Best Customer Experience”. If you haven’t read it from the first article, then I suggest that you start by reading this article: Why DIY is The New Best Customer Experience.
