Intelligent Customer Service

There is currently a huge debate as to whether customer service has improved or declined alongside the evolution of technology in the 21st Century.

With self-service checkouts, holograms of colleagues in meetings and 24/7 online chats that many companies provide, it is easy to be drawn towards thinking that modern service encounters outperform more traditional methods.

HOWEVER, although businesses are reaping the financial rewards from replacing staff with machines, are they successfully the reaping customer service rewards in parallel?

Recent studies from numerous institutes have suggested that customers are in fact now moving away from the need for automated, impersonal responses and are actively looking for face-to-face, quality service encounters.

This customer need has recently been met by Morrison’s who are gradually removing the self service check outs from their supermarkets and re-introducing the human alternative due to customer demand.

From this we believe that there must be a customer focussed awareness when adopting new technologies into customer service. At Automate Systems we wholeheartedly take a customer focussed approach to customer service. Our clients always come first and will never be greeted on the telephone by a robot or standardised email, no matter how ‘friendly’ they may be. You (our customers) are at the heart of everything we do.

We understand how important quality customer service is, especially at this festive time of the year and hope we can help make your christmas a very merry one!

What are your thoughts on the topic? We would love to hear you’re comments below.