Automated customer service is nothing new–look at systems that automate telemarketing for example–but as more and more customer service interactions are handled by technology rather than human interaction, the paradigm shift’s negative effects are felt more heavily.
What companies are finding out is that the human element has to stay present in all aspects of customer service, from helping customers understand your product line or services to gauging their satisfaction after the conversion process is complete.
In this post, we talk about how to keep the human aspect in your brand with a little help from the data you collect on your customers.