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New technologies make it possible than ever to resolve problems on multiple channels. And because of new digital behaviors, users also expect a better customer experience: faster and easier. Therefore, companies need to ensure a differentiated customer service that keeps clients satisfied.
Selfservice is not the answer to all situations
Digital services, such as IVR, are a good supplement and, if company employs efficient technology, customers enjoy self-service. However, digital is not always the best answer. On the one hand, human touch is critical for loyalty. On the other hand, customers still prefering a human interaction when a situation becomes too complex.
Bots don’t manage well emotions
Solving some issues need a live agent. Because bots don’t personalize conversations or demonstrate empathy. A digital assistant cannot either recognize an emotional connection. According to surveys, 73% of consumers will choose a human over a digital capability when seeking advice or looking to resolve a service issue or complaint. Therefore, if a company wants to achieve the best service and differentiate the customer experience, should not forget the power of the personal touch in customer service.
Videochat humanizes communications
RTC technology can be an excellent tool to humanize digital communications. For example, videochat can fill the gaps of automated responses. It allows to transmit more information in real time that helps to establish an emotional link with customers. Through videochat, face expressions and body language, which are fundamental parts of communication, can play a key role in achieving an effective communication
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