Is there such a thing as over-automation? Find out how to get the balance right between automation and efficiency and the value of a human in your customer experience. #businessadvice #SmallBusiness #automation #AI #CX #customerexperience Automating your key systems is the way to turn your enterprise into a 21st century, digital business. But are we getting carried away with automation? And could we be systemising areas which could benefit from a more personalised, human touch?
Personalisation of the customer experience is vital. Automation can play a big part in creating targeted, data-based personalisation for each customer. But not everyone loves automation. 36% of customers in a recent survey would rather wait on hold to speak to a human agent when they have an issue, rather than interacting with an AI-powered virtual assistant to self-serve. So, how do you get the balance right between automation and a genuine human touch? A big part of offering a top-notch customer experience (CX) is having direct, personal human interactions with your customers. So, which tasks should you be automating? And which should you leave for your human team to deal with? Here are a few ways to get the automation/human balance right:
Talk to us about keeping the humanity in your customer experience. There’s no denying that automation and smart use of AI will be vital for creating an efficient and productive digital business. But it’s important to never discount the importance of people, human interactions and real customer relationships when building and growing your business.
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