The growth of the internet has created new opportunities for communication and for business. Majority of companies now use a variety of online channels to interact with their clients, and they also spend money on software that tracks, personalizes, and enhances each stage of the client's digital journey.
However, studies have shown that when conducting business, most consumers still favor interacting with a live human voice instead of a machine. They prefer to speak with a competent human specialist when making a complicated purchase or transaction online. This is supported by data from Google revealing that a staggering 61% of searchers on mobile believe it’s crucial that they can call a business when they’re in the purchase phase of the buying cycle.
Google's "Click to Call" research also indicates that 59% of customers prefer to call because they need a speedy response and 57% do so because they want to speak with a live person.
Even as artificial intelligence becomes more and more incorporated into everyday interactions, human communication still remains the primary means by which people make tough purchases or emotionally taxing decisions. Compared to digital form submissions, receiving calls from consumers are more likely to result in a successful transaction or follow-up activity, ensuring efficiency in generating income.
This is exactly why customer service representatives (CSR) are regarded as an essential part of every business that interacts with consumers. A CSR gathers and validates data, makes files, and carries out other processing duties for your clients. They are quite knowledgeable about your goods and services and are trained to patiently explain product details and handle complaints, guaranteeing your clients a top-notch care.
CSRs are the outward voice of your company, so a friendly personality and having good stress management and problem-solving skills can be helpful, especially when working with challenging clients.
It's simple to understand why retailers with extensive customer requirements prefer to use automated technologies to attend to customers’ needs when you consider how much money would otherwise be spent on hiring people to do the job. However, many consumers still feel uncomfortable with the idea of conversing with a robot and don't think that technology would help them solve their problems, and this must be put into consideration.