The growing presence of self-service options has definitely helped restructure customer service practices, but there is still an unanswered question: When does customer service lose the human touch? Many studies have shown that the human touch has great power; in the world of customer service, customers want to be valued as individuals, not just as consumers.
A study by RightNow found that 73% of respondents believe that a friendly customer service representative can make them fall in love with a brand, while 86% are willing to pay up to 25% more to get a better customer experience. A study conducted by Act CX Inc. also found that more than half of respondents preferred contact via telephone, and a study by Consumer Reports revealed that 67% of customers hang up the phone when they could not talk to a live person. These studies suggest that while customers want access to the latest time-saving technology, human contact is essential in building confidence.
With a focus to build trust and the loyalty, a poor customer relations experience can be replaced with an inspiring new connection between consumer and corporation. How can this be achieved? First, agents should aspire at every opportunity to interact in a way that is personal; addressing customers by their names, and using a friendly tone. Despite the increasingly digital customer service, customers need to feel that the company values their opinions and cares about their feelings.
This is the difference people today are looking for.