In a world where businesses compete for customers, customer service is one of the most important things a company can offer. But what happens when your customers need help and are not happy with the level of customer service they’re receiving? This article will explore the difference between human customer support and automated customer support, which provides a better customer experience.
When it comes to customer support, businesses have two options: human or machine. Each has its advantages and disadvantages, but which one offers a better customer experience?
What is Customer Experience?
The customer experience (CX) is how a customer feels about their interactions with a company. It encompasses every touchpoint a customer has with a business, from the first time they see an ad or visit your website to post-purchase follow-up and support.
A good customer experience is essential for any business that wants to retain customers and grow. Research shows that 86% of customers are willing to pay more for a better customer experience.
Human Customer Support
There are many advantages to using the human customer support. First, human customer support is more personal. A human customer support representative can connect with customers personally, which can help resolve issues and create a positive customer experience. Second, human customer support is more knowledgeable. Human customer support representatives know more about the product or service than automated customer support representatives. This can help them resolve issues more effectively and provide better customer service. Third, human customer support is more reactive. Companies like TaxConnex, which deal primarily with assisting customers with dynamic problems, like sales tax filing support, that automation cannot easily predict, prefer to use human customer support to provide customers with the individual support they need.
Automated customer support is more likely to follow a script, while human customer support representatives can react to the situation and provide customized service. Fourth, human customer support is more available. Automated customer support is only available during certain hours, while human customer support representatives are available 24/7. Finally, human customer support is more expensive. Automatic customer support is less costly to set up and maintain, but human customer support representatives require salaries and benefits.
Automated Customer Support
Despite the advantages of human customer support, there are also advantages to using automated customer support. First, automatic customer support is more efficient. Mechanical customer support can handle a large volume of requests in a shorter time than human customer support representatives. Second, automated customer support is available 24/7. Automated customer support is not limited by business hours like human customer support representatives are. Third, automatic customer support is less expensive.
Automated customer support requires less investment than human customer service representatives do. Fourth, automatic customer support is more consistent. Mechanical customer support representatives always follow the same script, which can help resolve issues more effectively. Finally, automated customer support can scale to meet demand. Automated customer support can be increased or decreased to meet the needs of the business, while human customer service representatives cannot be increased or decreased as quickly.
Which Should You Choose for Your Business?
The answer to this question depends on your business and your customers. Automated customer support may be more efficient if you have a large volume of customer requests. Human customer support may be more knowledgeable if you have complex customer issues. If you want to provide 24/7 support, automated customer support may be a better option. Human customer support may be a better option if you’re giving a more personal customer experience. Ultimately, the best way to decide which customer support to use for your business is to experiment and see what works best for your business and your customers.
Human customer support and automated customer support have their advantages and disadvantages. The best way to decide which customer support to use for your business is to experiment and see what works best for your business and your customers.