Brooke Bytes | Customer satisfaction is the lowest EVER according to the Wall Street Journal. WHY?!
Welcome back to 'Brooke Bytes'!
Today, we're getting into a hot topic in customer care—balancing automation with that crucial human touch.
As we embrace efficiency, how do we keep our customer interactions genuinely personal?
Recent findings show a dip in customer experience satisfaction. Why? Over-reliance on automation without a personal touch can leave customers feeling cold.
As read in the Wall Street Journal this week: The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots. [LINK: https://www.wsj.com/articles/customer...]
Automation, like chatbots, is fantastic for handling routine inquiries swiftly.
But here's the kicker—injecting personalization can transform these interactions. Imagine a bot that not only solves problems but also captures your customer's tone and preferences.
Here’s how you do it:
1) First, use customer data to customize interactions. A simple name drop or a reference to a previous purchase can make a world of difference.
2) Next, ensure there's an easy option for customers to switch to human support when needed.
Balance is key.
Mix efficiency with empathy, automation with human oversight, and watch customer satisfaction soar. Because in the end, it's about making every customer feel seen and heard.
Let's master the art of automated yet personalized care and automate wisely while personalizing deeply.
Keep tuning in for more insights (ahem, smash that bell!) on how to keep your digital interactions delightfully human …
And remember, the best ROI on social media is actually ROC: Return on Conversation.
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