July 15, 2019 / GuidesFor Team
There is nothing that can replace the human connection when it comes to customer service. Despite the presence of technologies, customers are still won over based on the importance of human-to-human connection, according to Harvard Business Review.
While brands prioritize the digital experience, their clients still want to communicate by voice. Customers are also more concerned about having someone that can relate to them on an intrapersonal level, making sure that their voice is heard and their problem is addressed.
Technology is still on the side of businesses because now, every customer has a way to reach out to them. What sets one brand differently from another is the way it utilizes messaging apps to reach out to their customers. In fact, Gartner has predicted that customer service inquiries through the use of these apps will surpass that of social media. With that in mind, businesses need to focus on messaging apps and maximize it as a communication tool.
Posted In: Research