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 customers’ 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 team’s automation effective rather than just efficient, agents need to show some empathy.
Here are three ways to make sure customers feel the love: