By Eric Samson
JESHOOTS / Pixabay
There’s a good chance your last call to a company’s customer service began with a robot. And while it’s cool that artificial intelligence technology is beginning to flourish and those previously incredibly mechanical voices on the other end have been softened to almost sound like actual humans, it’s still kind of a letdown. It shouldn’t be surprising then that researchers found out that we are basically hard wired to hate robots.
We’ve grown accustomed to it though and that’s perhaps the worst part. We think that endlessly pushing buttons, hoping to sooner or later arrive at a living breathing human being, but getting lost in a maze of automatons is, or should be, the norm! This is certainly what upsets me the most: the acceptance that we think we don’t deserve to be treated like humans by a human.
So, yeah, if my indignation isn’t enough of a hint—I really loathe automated phone navigation. And it’s not just for personal reasons because I also think that it’s really bad for your business. Here, I’m going to discuss further why your company should move away from automated phone navigation and also offer some better solutions for customer interfacing.
It Shows That You Don’t Value Your Customers
Listen, I know you value your customers and your customers should know that you value them. The problem is, when they have an issue with one of your products and need to repair said problem, the first voice they hear when they call your company is a robot.
I’ve written previously on just how important killer customer service is. Of course it’s important to extend great, personalized customer service to all of your customers, but it’s even more important to give it to Millennials. Millennials are quickly becoming a generation with great buying power and they desperately want to be catered to. They want emails tailored to their interests. They want brands to engage with them personally on social media. They don’t want to seem to be just another face in a vast digital crowd. They want to be noticed.
Why, then, would you ever have an automated phone navigation answer them when they call?
It Leads to Low Morale for Your Employees
After your customers navigate the maze of wrong numbers, wrong categories and have worn out their thumbs pressing the “operator” button, they’ll eventually get to a one of your employees.
Heaven help them both.
I like to think that we’re all rational adults and, for the most part, we are. But when we’ve just gone on an irritating and unnecessarily long sojourn through your automated phone navigation system, some of us get a little heated. It doesn’t make it right, and it doesn’t make it okay, but it happens and it’s horrible for everybody involved.
A 2012 study by the researchers at the University of Illinois at Urbana-Champaign showed that one of the leading causes of low employee morale and burnout is “poor customer outcomes.” Put plainly, when things don’t go well Go to the full article.
Source:: Business 2 Community