Interacting with automated response systems when contacting a business for customer service is commonplace in today’s world––whether it’s via chat, text, email, or phone. Many organizations have replaced human interactions with technology to cut down on costs and increase the productivity of the entire customer service department. But is this really what’s best for customers?
This technology certainly comes with its advantages, but business leaders have noticed data showing how a quality customer experience directly correlates to its success. As a result of these findings, titles like “Director of Customer Service” and “Chief Experience Officer” have begun to emerge. Although this is a step in the right direction, studies show that 59% of customers believe brands have long forgotten the need for human interaction in customer service.