We live in in world where everything seems to be so easy for everything, you can just click few things through your phone and what you need is in your front doors in the matter of few minutes only. The power of technology has brought us into a world where we don’t really have to meet people to make transaction and all. Not to mention that there are so many online platforms to choose form to fulfill your need daily. However, does all of that still deliver personal service and connection at best?
The power of phone call in business transaction today
With technology, customer can reach out to you easier. You also can reach out to them just as easily given how advance the technology has become. You may use automation through chatbots. However, even in this digital era, a phone call still holds more powerful effect to business, why?
The reason of it is because phone call connect customer to the customer service team directly through voices. And it is done live without any delay period. This means the human interaction is real and direct. No matter ho advance the technology has become today, customers still need real human interaction to help them with their problems. Through telephone, there is more personal connection being made. Keep in mind that if you really consider value of personal service, it won’t be deliver just by automated responding machine.
Spontaneous human interaction from phone calls make customers feel like they are more appreciated. Your genuine feeling can be more delivered during a phone call. Your tone and all when speaking can express more to your customers. When they cannot speak to an actual person, there is a feeling that they miss important information. Chatbots cannot have all the answer your customers have because they are set up into certain degree. They have limit unlike human who can offer some alternatives even if they cannot give the solution right at the moment.
Of course, you cannot just ignore or avoid any online platform or automated system for delivering customer service. They are still essentials for today’s business because customers are familiar with them. When you provide all easy access through those automated systems or online platforms, it will help customers who don’t really have much time to reach you out directly. Thus, you give best solution. However, don’t make those automation as replacement for human interaction and personal service. make it as complement for each other.
You can provide high quality customer service by combining online and offline system. Keep in mind that human touch is still important in business today. With advance machine, you can make easy access for your customer through various devices they are using. With open line for phone call, you still can emulate spontaneous human interaction. It is also important to know how to handle customers through both ways. Aside from looking at them from transactional point of view, you still have to value your customers as human being.