Today, it takes a lot more than lightning fast response times to make customers happy.
Many brands now use machine learning to help their agents meet customersâ€™ need for speedy responses. But, the human element is still a key differentiator. Too many robotic replies can still yield the same bad sentiment as plain old slow ones.
To make your customer care teamâ€™s automation effective rather than just efficient, agents need to show some empathy.
Here are three ways to make sure customers feel the love: