Customer service is the intermediary between the brand and customers. A team answers questions and provides detailed information on offers. Assistants help you resolve problems and collect complaints. 

Nowadays, companies are gradually moving towards automatic support. Chatbots and AIs are taking the place of human agents because it is more economical. Interactions then become less warm, which has an impact on customer loyalty. Let's take stock. 

Impact of technological developments 

New technologies are everywhere these days. In recent years, they have entered into customer service. And for good reason! Setting up a chatbot costs less than hiring an agent in the long term. Robots then took the place of humans on most websites. Their advantage? They respond quickly, often in less than a minute. However, they give generic answers following a specific algorithm. The latter is generally based on one or more keywords. 

The robots are then unable to provide you with personalized answers corresponding to your situation. They display ready-made formulas. You have probably already experienced this. This can be frustrating, especially when you're looking for specific information. 

The quality of human service 

Some companies still offer human customer service. However, many work with call centers, this option being more economical. Unfortunately, these organizations are generally understaffed. Customers therefore have to wait a long time to be supported. 

Furthermore, agents sometimes lack training. Some people have little knowledge of the business they serve. Others have no communication skills. Added to this is the pressure they receive for maximum productivity. Sometimes, their frustration is even felt in the sound of their voice and the way they respond. They are less welcoming, which creates a barrier with customers. In short, it is impossible to provide personalized, quality assistance under these conditions. 

Investing in personalized customer service: it's worth it

Customers like to feel important and considered. Yes, they want quick answers, but above all they want personalized and genuinely useful answers. They are looking for friendly and understanding support for their problems. They want emotion and chatbots are incapable of meeting these expectations. To retain them, you must therefore hire human assistants. However, it is also important to entrust the mission to competent agents. 

It is then necessary to invest in adequate training. The team should also benefit from a pleasant and fulfilling working environment. It is only under these conditions that they can offer quality customer service that will please the public. It is also a way to differentiate yourself from other companies and attract customers.  

At L’Entrepôt de la Réno, we focus on people!

At L’Entrepôt de la Réno, we place people at the heart of customer service. We do everything we can to meet the expectations of our customers. It is important to us to build a lasting relationship based on trust and satisfaction.