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No good bots
In the age of artificial intelligence (AI), humans still play a pivotal role in society, particularly in customer service.
A California law that requires food delivery companies to provide customers with a human customer service representative went into effect earlier this month. The law also ensures refunds can be issued in the original form of payment if an order is incorrect or undelivered.
Food delivery companies have been enamored with AI and its cost benefits. They have been utilizing “deflection-first” models in their operations, prioritizing chatbots or virtual agents, to resolve customer concerns immediately. Systems have been in autopilot, allowing these firms to focus on other tasks.
However, AI is still not as good at this point in the tech revolution. The refunding process is a simple operation, yet the new-age technology struggles to handle it. At times, it even complicates the matter, which infuriates customers.
The customer journey
AI’s promises of cost savings seemed to have blinded these food delivery companies from their core mission of providing a seamless customer journey. Yes, sales, revenues, and financial growth are important. But trust is the ultimate currency in business.
To gain a customer’s trust, the product or service must be top-notch, as must the transaction processes that accompany it. It should be smooth with no hiccups. Even if the system malfunctions, the staff should be able to troubleshoot it as if nothing happened.
Customers should not be able to “feel” these transactions. It seems that some companies underestimate the impact of customer service on their bottom line. The customer journey doesn’t end when they’ve shelled out money. It’s a long, cyclical journey that focuses on building long-term loyalty. The ultimate goal is to create a seamless, positive experience that fosters relationships and turns customers into long-term partners.
The world we live in is already rife with inefficiencies. Ordering food should be the least cumbersome of the transactions people make every day.
Offshore boost
The California law could be just the beginning. Institutions are now realizing that humans still have significant advantages over bots in customer service. Their greatest asset is empathy. They are approachable, knowledgeable, and can resolve issues in an instant. Human expertise will help companies avoid regulatory consequences that could hamper their reputation.
Customer service should be at the forefront of every business, be it a restaurant, a food delivery company, or a service provider. Not only does it help build loyalty, but it also boosts the business’s reputation and gives it a competitive advantage.
The best companies in the world are working with third-party service providers to fortify their customer service operations. These companies, usually offshore, understand the importance of premium customer service. They are a business’s ultimate partner in assuring customers are satisfied and happy.
The question for your business
What is your customer service philosophy?
