May 17, 2017

Customers want humans not chatbots

Juniper Research recently predicted that organisations who use chatbots will save billions of dollars a year, but at what cost? How will this impact the customer experience? New research from Getapp found that a staggering 88 per cent of people preferred human interaction, as opposed to talking to a chatbot. Below we explain why customers want humans, not chatbots.

Image result for chatbots

Human interaction

We all crave social interaction with one another, and sadly the chatbot cannot offer the same level of social interaction as another human being. The chatbot offers a standard level of support, that does not allow the customer to see the full potential, and personality, of the service that is offered. For the customer to feel fully relaxed and to engage with the company, they really need to speak to a person, not a robot.

Lack of loyalty

When looking at the merits of human led customer service, it is important to take note of what the chatbot cannot do. They cannot offer a personalised discussion in which the customer can open up about their feelings. They cannot build trust with the customer, and most importantly there will be no emotional connection between the customer and the company. What all of these factors contribute to is a lack of dissatisfaction and loyalty, meaning that the customer will look elsewhere for a similar service, where they can actually talk to a person, not a robot.

The importance of empathy

Many businesses forget the importance of empathy when building up trust with their customers. Customers need to be made aware of how much a business values their custom and their interaction with them. This is when businesses need to forget using automated recordings and chatbots to engage with their customers. Instead they need to plough resources into training their customer service team into building trust, and a great rapport with their customers. Doing so will help to build that emotional connection that all customers need. When an organisation can learn to offer this standard of service, they will then reap the many benefits of trust, loyalty and a positive reputation.

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