As technology develops, the debate about the inescapable future of AI continues. While some people believe that automation will be the answer to all of life's problems, others aren't so optimistic. There's no doubt that technology has helped businesses provide consistent and efficient customer experiences. But many customers still require a degree of human connection. AI can’t connect with us on an emotional level, and as amazing as the technology is, it doesn’t provide all the answers.
Automation might help offload some of the simpler, more repetitive tasks from in-house teams. But when a frustrated customer presents a problem that automation can't solve, the in-depth knowledge offered by a real-life human is the only way to ensure a positive resolution.
One thing is clear, a blended approach of technology and human expertise is key for continued success. Here's how you can strike the perfect balance in your business.
Make Personalisation a Priority
Personalisation, empathy, and trust are all qualities that are absent from your average chatbot. Aside from being impersonal, these automated tools can struggle with the more technical and complex side of customer requests. And while they can be useful additions to your customer services arsenal, they’re no substitute for the problem-solving prowess offered by in-person support. People don’t want to feel like a number on a screen – they want to feel understood and valued.
59% of consumers feel companies have lost touch with the human element of customer experience. To ensure that you don't lose touch with yours, you should make personalisation a priority. That means engaging with your clients, customers, and consumers to find solutions that are tailored to them. Offering advice and support that will help them get the most out of your services so they can achieve the best results.
If you can't provide a personal touch to your customer interactions, you risk losing them to a competitor that can.
Use Technology to Add Value
To achieve a balance between innovative technology and personalised support, look to use technology that enhances your customer interactions. While it's important to stay ahead of the curve, avoid implementing new technology simply for the sake of having it. Instead focus on adding value to existing interactions. Using AI and technology to empower teams to drive more complex conversations and problem-solving.
In managed IT services, this means using automation to gather data, perform routine tasks, provide fixes, and identify trends. Experienced teams can then use this data to inform strategy, adapt to changing demands, and better plan for the future. The human element is key here, because the data needs an expert eye to interpret, analyse, and format in an impactful way.
Ultimately, having real people behind your digital initiatives not only improves customer experiences – it drives better results.
Work With a Managed Services Provider You Can Trust
Today, it's becoming harder to differentiate between managed service providers. Everywhere you look another vendor is trying to sell you the latest software, tools, and solutions. But what sets managed service providers apart, is their level of customer service delivery.
While many rely on faceless technology like chatbots and virtual assistants to do the work, the best providers will put customers first. A managed service provider should work with existing in-house teams, using technology to add value and empowering customers to support their success. The right balance will result in a better customer experience and a stronger, more productive future for your business.
A people-first approach is a key part of our managed service offering. We understand the importance of balancing the efficiency of the latest technology with the empathy and expertise of professional in-house support. To find out more about why your IT managed services need a 'human touch', check out our whitepaper today.