Customer Support Matters: Steps to Gaining Trust and Loyalty

What is missing in customer support today? The answer, according to consumers, is the “personal touch.”

Too many customers reach out to their preferred brands with questions or problems and instead of getting the assistance of a knowledgeable, friendly person, they’re stuck with an automated system that completely depersonalizes the interaction.

Does technology have a place in the customer service industry? Of course it does. Technology plays a major role in efficiently managing high call volumes and routing calls to the right places. Technology is also critical in situations where a customer has a rather simple question and is seeking a lightning-fast reply, and this is where the chatbots excel.

The problem arises when technology becomes overly relied upon. Great contact centers know the power of technology, as well as the power of personalization. AI and machine learning have allowed for the revolutionizing of the industry, but the drawback comes when human, personalized interaction is out of balance with the automated solutions.

Adjusting to AI

There has been a shift in customer perception of AI, as it has improved over the years and created a more conducive atmosphere for handling a wider array of customer queries. The adjustment period hasn’t been 100% smooth, but there are certainly converts who find value in the convenience afforded by automation.

One thing a machine cannot offer is the empathetic touch one gets through an actual person. When empathy is required, there can be no adjustment period, as the only solution is a qualified, knowledgeable customer service representative who has had the proper training, is capable of empathy and is an excellent communicator.

Outsourcing Customer Support

Not all contact centers are getting it right. They make big investments in the latest AI only to leave out one of the most important components of customer support, which is the human factor.

According to this study from PwC, 82% of consumers want more human interaction when they reach out for customer support. And when they get what they want, they become more loyal to that brand. According to this report from Zendesk, companies that place a higher focus on the customer experience see an 80% increase in revenue.

Don’t risk driving away customers with bad service – give them more opportunities to make a positive association with your brand by allowing them to connect to a live representative – someone who is ready and willing to offer high-quality support for any issue they’re experiencing.

That’s what we do at Protel BPO. We’re focused on providing all of our clients’ customers with the type of interactions that develop trust and loyalty, which results in long-term business. Contact us to get started on a more positive experience for your customers.