A challenge for customer service is how to manage both speed and wow, the timely response and the friendly, personable and engaged one. Both are possible. Macros can help provide a consistent response, but should never be used without adding the human touch, the ‘voice’ of the agent who personalizes the email. A consistent brand voice and a willingness to invest in content writers can keep your documentation and macros current and fresh. AI technology can assist with responses, and the agent experience should be simplified.
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