Modern customer service is expanding digitally. Some studies show that perhaps the best direction to take in the industry is actually towards something more human. Most consumers still like digital service when dealing with a simple issue. More complex situations inevitably arise, and human interaction helps solve these issues better. A phone call or store visit are still the most common ways to interact with companies. Decide how to craft your company’s approach to service by looking at studies, talking to your customers, developing more than one answer to all problems, knowing how your customers interact, and invest in a human component.
- Relying on digital customer service can lead to a loss in up-sell and cross-sell opportunities.
- Invest in customer service training to make the most of the human element some customers prefer.
- There is no single strategy that will work for every customer and every transaction.
“While 41% want even more digital options, only 36% of customers believe that digital channels are better than human interactions.”