The Importance of Human Customer Service Agents

December 5th, 2019 apas-admin

It is the dawning of a new decade, and as we enter the year 2020 it is clear that there is an overwhelming focus on automation. Robots and other artificial intelligence programs are more prominent than ever. The use of this technology has helped advance society in many ways like creating faster service for retail businesses, reducing human error, and eliminating tedious tasks.

While there are many benefits to this type of technology, there is one area where it does not benefit businesses; telephone customer service.

When calling a company many people want to speak to a human right away. It can be difficult to speak to an automated system as it doesn’t always understand what your problem is. If customers do manage to get their point across, they may become frustrated by the time they get to a real operator which can have a negative impact on the business.

If you have ever had an issue with a product, service, or just needed assistance and had to call a company, chances are you have had an interaction with an automated answering service.

While these answering services can provide some assistance, it doesn’t measure up to the feeling of talking to a real person who can empathize with your problem and provide a quick solution.

According to an American Express study, 67% of today’s customers hung up on routine customer service calls because of frustrations with automated services.  

This shows that no matter how beneficial technology is, it pays to have a personal connection with your customers.

Although personal connection is important for businesses to maintain, it can become difficult to manage answering the phones and handling other tasks.

A Personal Answering Service specializes in helping companies of all sizes manage their reputations by providing a variety of customer support services. With A Personal Answering Service, you can eliminate the stress of trying to answer an influx of phone calls. Our team of trained professionals will handle your phone calls with care. Contact us today to see how we can help improve your company’s telecommunication customer service!

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