Restoring Care to Customer Care

by | Sep 11, 2021 | White Paper

Humane Customer Care

EDITOR’S NOTE: This is the final excerpt from the Humane Customer Care white paper.

Now let’s put 2 & 2 together. Conversational GUIs typically handle 80% of all customer care engagements, deftly, consistently and cheaply. About that last, cheap here doesn’t mean lame. It means high quality delivered inexpensively, really inexpensively, so you can save big bucks and put those savings to better use, like meeting budget.

When Conversational GUIs handle 80% of your engagements, your customers are happier, way happier, 20% skyrocketing NPS happier. Why? Because their needs get met quickly and competently and deftly and reliably, and they no longer get put on hold. They get treated like humans again. Word to the wise: People like to be treated like humans.

Customers are way happier when their needs get met quickly and competently and deftly and reliably, and they no longer get put on hold.

In short, when they get treated like humans again.

Sure, they may still escalate to human agents 20% of the time. But, that’s down from 80% now, which means your agents (“We few, we happy few.”) have a fighting chance to take care of them in timely fashion, and to avoid the soul 60% crushing experiences described in the ProPublica exposé. Thus, agents will be easier to retain.

Oh yeah, you won’t need nearly as many agents as you think you need right now. Given that it’s just this side of impossible to hire agents in ’21, that’s a damn good thing.

In short, Conversational GUIs restore care to customer care. They make it safe for humans again, and not a moment too soon.

 

NPS Graph
Staffing Graph
Engagement Handling Graph

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