Today, customer service has become more important than it has ever been. Customers don’t only consider the products and services being offered, but also the after sales support such as customer service that comes along with it. If the latter is lousy, few individuals will pay for the product and service.
That being said, thanks to technology, automating customer service has become possible. This allows human customer service providers to deal with specific cases while leaving general problems for digital customer service. However, people always want to speak to a human when they are dealing with an issue, and as such, making your digital customer service more human-like is a must!
As such, here are a few tips you follow to make your automated customer service more human-like:
1. Tell Customers What You are Doing
People don’t like to be left in the dark when they make contact with a customer service agent or chatbot. If customers don’t know what to expect, they will most probably assume the worst, which is why it’s important to let them know what you are doing as you do it.
2. Don’t Use Emojis Too Much
While using emojis is a great way to make your automated customer service more human-like, it’s important not to overdo it. While emojis can be used in some cases, they should never be used when dealing with a customer making a serious complaint.
3. Understand Tone and Tone Down the Excitement
A common mistake people make is to use an overly excited tone. It’s important to understand that customers don’t usually like to be treated as if they are excited to be talking to a robot, even if they are. While you can use an excited tone when dealing with a general, routine question, you should tone things down when dealing with a customer who is complaining or making a serious issue. In fact, keeping things toned down generally is a good idea, as this will help prevent any misunderstandings and avoid coming off as offensive.
4. Use a Consistent Tone
When dealing with a customer, you should always use the same tone. Don’t tell a customer that you are using a “silly” tone when dealing with a routine question, and then use a serious tone when dealing with a serious matter. This can be confusing for customers and will cause them to either become annoyed or put off.
5. Make Agents Accessible
While chatbots and virtual assistants can do a lot, they aren’t perfect. As such, it’s important to let customers know that a person is available to deal with their issue should the chatbot or virtual assistant not be able to help them. This allows customers to have peace of mind and know that they can take things further if needed.
While adding a human touch to your automated customer service can be a challenge, it isn’t impossible. You can give digital service providers a human-like feel while addressing customer issues and queries with the right approach. This increases the satisfaction of your customers and boosts their loyalty and trust towards the brand, making your company successful!
24H Virtual offers professional in-house dedicated virtual agents to help you meet your customers’ needs. If you are in need of an online chat receptionist and more, reach out to us today!