Should Technology Complement or Replace Customer Service?

July 17, 2012

An important customer service message involving bypassing technology to appease your customers was revealed by UserVoice early this week.

UserVoice, a company which focuses on listening to your market through simple engagement tools, recently posted an article titled, “Sorry, but Your Customers Don’t Care if You’re Sorry.”

With technology becoming so engrained in everyday business, sometimes that technology reveals itself to be slightly finicky. Systems can be inflexible and unable to accomplish certain tasks which may seem quite ordinary, such as leaving a side off of an order or doing partial refunds. However, this does not mean that your business can afford to lose the human side of everyday transactions. The article asserts:

“Guess what: your customer doesn’t care how your system works. No, really. They don’t care one bit. They want what they want, and if you can’t deliver it, they’ll find someone who CAN do it.

Take the time to help your customers, even if it means circumventing your system. Walk the 3 feet to talk to the chef. Send someone a check if your system can’t do refunds. Give someone another game if it turns out your games only work on PC.”

Using common sense in these sorts of simple transactions, which may include bypassing the “system,” will result in happier customers in the long run.

Andrea Hayden, July 17, 2012

Sponsored by PolySpot

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