Why Customers prefer humans in Customer Services

In customer service, customers want to be heard and know someone is listening to them before any solutions are put forward. Whether they solve the consumer’s concern, they build rapport with them, improving future encounters. In this world of chatbots, IVR and chatbots, customers often prefer interacting with humans in customer service for several reasons:-

• Empathy and Understanding

  Human agents can show empathy and understanding, which is essential when dealing with complex or emotional issues. They can relate to the customer’s situation, offer reassurance, and make customers feel heard and valued.

Empathy and Understanding in Customer Service

• Problem-Solving

  Humans can adapt to unique or challenging situations that may not fit within the confines of automated scripts. They can think critically and find creative solutions to customer problems.

Problem-Solving

 

• Personalization

  Human agents can personalize interactions, remembering past interactions and customer preferences. This helps build a more personalized and customer-centric experience.

  Personalization

 

• Complex Inquiries

  For complex or technical inquiries, customers often prefer speaking with humans who can provide in-depth explanations and guidance.

Complex Inquiries

• Emotional Support

  When customers are frustrated, angry, or upset, they may prefer speaking with a human who can provide emotional support and de-escalation, which automated systems may struggle to do effectively.

Emotional Support

• Language and Cultural Understanding

  Humans can better handle diverse language and cultural nuances, making them better equipped to assist customers from various backgrounds.

Language and Cultural Understanding

• Building Trust

  Customers tend to trust human interactions more than automated systems, as they perceive a human touch as a sign of commitment to resolving their issues.

Building Trust

• Judgment and Flexibility

  Human agents have the ability to exercise judgment and flexibility in decision-making, which can be crucial in certain customer service situations.

Judgment and Flexibility

• Feedback and Improvement

  Human agents can gather valuable feedback and insights from customer interactions, helping companies improve their products and services.

Feedback and Improvement

At Grow Asia  – we recommend a hybrid or a human cloud-enabled solution to bring the best of both worlds to your customers.. they receive accurate, personal and empathetic support while keeping your costs in check..  we help you set up and manage the global human customer support network!

 

Talk to us at info@growasia.sg and we can have a no-obligation discussion on how to design a setup that works for your organization.