The Human-Centered Approach
Published: July 21, 2022
The human centered approach to customer support just makes sense. After all, customers are humans, right?
While chatbots and other AI or machine-learning tools come in handy for mundane and recurring tasks, there is no substitute for customer support’s human element. Nothing comes close.
Algorithms are intelligent – but the human touch is more personalized.
The human-centric customer support is irreplaceable even in this age of Artificial Intelligence (AI), Augmented Reality (AR), and the Metaverse.
While it has become a challenge for many businesses to deliver a one-on-one personalized connection, it still is the primary driver to establishing brand loyalty.
How To Humanize Customer Support
Companies are now competing for more when providing an excellent customer experience. All the technology in the world won’t compare to an energetic, responsive, and friendly customer support that listens empathically and engages.
And you can never fail when you invest in human-centered customer service. Trust me on this.
According to Forbes (2021), “great service is directly linked to brand loyalty.”
The workflows and tools will help you fill the gaps, but the only way to win customers’ hearts is to focus on a human-centered approach.
Here are the proven ways to help you move the needle and personalize the customer journey:
Personalize Your Messaging
Make your customers feel important – like VIPs or Superstars. Your customers aren’t just statistical figures in your financial charts.
Ultimately, you breed loyalty when you invest in personalizing your customer service. Customers want to feel that sense of “home” or “belongingness” in a company, and they expect that you know them when they call out to you for help or inquire about some new offers or services.
Nothing beats talking to someone when you get home after a long tiring day, right? That goes the same way with customer support.
When people reach out to customer service for a problem on their computers, they still want to talk to humans rather than chatbots because bots can be repetitive, and you can’t seem to resolve anything when you speak to robots all day.
On the flip side, the beauty of technology is that you can fully utilize it to serve your customers better. Make those algorithms and data work towards completely understanding, engaging, and delivering consistent and human-centric services to your customers.
Chatbots are great for quick requests, but engagements and problem-solving are better left to human customer support.
Technology and algorithms can help you peek into the big data such as buyer behavior, preferences, order history, and past product purchases or service interactions that will allow you to provide more personalized customer support.
Automate Repetitive Tasks
Automating routine tasks using AI, chatbots, or voice technology isn’t bad after all. When you automate these repetitive tasks, your customer support can focus on money-generating or high-value tasks.
A new and advanced telephony solution automatically transcribes real-time calls so that customer support can focus intently on listening to the customers and not typing notes. With these technological innovations, you can speed up customer service delivery.
Promote Visibility Across Touchpoints
Customers still want predictability. We don’t want nasty surprises or the shockers in customer service. The human element in customer services dissolves uncertainty because you inject visibility, reliability, and consistency into all touchpoints.
Redundancy is essential in customer service, so you customers feel everything is in the right place. No guesswork.
For instance, if your customers request AC repairs, they need to be assured that service technicians are on the way. You can provide them with these conveniences for trustworthiness and reliability:
- Allow customers to set or schedule appointments on flexible terms.
- Provide real-time location tracking of service maintenance specialists using mobile maps technology.
- Provide transparency regarding the name of the service technician and location.
Benefits of a Human-Centered Approach
I can go on until this sinks in: Nothing beats the human element in customer support.
Human-centered customer support is the winning element in your business that drives brand success.
It’s easy to get drowned out by enormous competition, but this human element can make you stand out even without the flashy and expensive ads, guaranteed!
- Customer support can customize solutions leading to a better customer experience.
- Customer support can easily understand customer needs and respond appropriately.
- Promote brand awareness, engagement, and loyalty.
- Increase customer retention.
- Position your brand as an industry leader.
- Increase sales and revenue.Leverage automation to speed up tasks and reduce errors.
Humans need to feel connected – it’s a basic need. Deprive people of that human touch, and watch how their physical and mental health deteriorates.
Babies love the human touch; adults soak in it to live.
Human connection is the lifeblood of customer service. While technology allows quick and seamless transactions, human connection is inclusive, trusted, and personal.
While customers require speed and efficiency, they still need to hear that human voice and chuckle, which you won’t get with a chatbot. And you can get that human-centered approach in customer service when you work with Telework PH, it’s our BIG PROMISE, and we always deliver. Contact us today to know how we can get that human element to drive brand loyalty for your business.