By automating frontline customer service for speed and cost efficiencies - and minimising the role of human customer service representatives (CSR) in driving customer experience - companies could miss out on a huge opportunity. 86% of consumers prefer interacting with humans than chatbots. And that's because human CSRs are capable of empathetic conversations and taking prompt yet informed decisions for their customers.
Companies, therefore, should leverage technology and automation to support (and not replace) their human CSRs and unlock new business opportunities.
A business can build substantial CX differentiation by lifting customer service out of its silo. Find out how you can build bridges between customer service and other related functions to map complete customer journeys and identify new opportunities to delight the customer.
