Here’s how to put a personal touch in the top three technologies that stand between customers and contact center agents.
They come from Service Quality Institute President John Tschohl:
- Interactive Voice Response (IVR) systems. Customers prefer to hear a human when they call, but it’s likely more cost effective to have an automated system. One way to make it more personal. Make “reach and agent” an early option so customers don’t feel forced to deal with it.
- Email messages. Customers find it easier to send email (often because they don’t want to use automated phone service). Add these human touches: Sign off with your first and last name. Include details on contacting your via the phone. Add a link to a page with a photo of your service team, if you feel comfortable.
- Internet connections. Customers use your website to learn about your company and its products and services – and they often want to connect with a person while they’re there. Keep an email address or option to web chat on all web pages.
