I Just Want to Talk to a Human - Why Your Customers Still Prefer People
It happens time and time again. A customer calls into a business and is forced to navigate through a web of interactive voice response (IVR) options in an attempt to reach a live agent. Despite a rise in chatbot and virtual agent technology, nearly 90% of customers still prefer to talk to live agents who pick up the phone. Customer service, including human interaction, is a major factor in a client’s buying decision.
Consider incorporating a live answering service to provide a better overall customer experience. Here’s what customers are saying...
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Customers want convenient options.
Consumers have embraced technological advancements in communication and are willing to complete simple transactions with a chatbot or through an IVR system but they want the option to speak with a human when needed. The inability to speak with a human about more complex issues is frustrating. In fact, despite the willingness to use technology, 72% of callers still requested to speak to a human after going through an IVR menu. -
Customers want to save time.
Voice communication is still considered faster, easier, and more effective than typing back and forth. Most calls made into a company are done during normal business hours. This directly conflicts with many customers’ work schedules, who often use their breaks and lunches to conduct personal errands. Customers still want companies to incorporate the use of digital engagement as part of the overall customer service experience to save time. However, not instead of human interaction. According to a study, customers were willing to use an IVR if it was a quicker process and relevant to their needs. However, 69% of customers ranked listening to irrelevant options on an IVR as frustrating and time-consuming. Despite possible higher call volumes, the ability to quickly explain an issue in detail and have it resolved with a live
agent versus an automated system is still preferred. -
They want personalized service.
With so many companies competing for the same consumers, the level of service a client receives has become a major tipping point. Buying is an emotional decision. Many people will do their research and decide on their own but want to talk to someone during the final buying process, especially during large purchases. In fact, about 61% of mobile users say they will call a business when making a purchasing decision. Having the option to speak with an agent allows buyers to ask additional questions, create a human connection with your company, and increase a sense of trust in your product or service. Customers want to feel valued beyond a digital transaction. As a result, 79% of consumers believe the service they receive from a company is just as important as the product. -
Customers want to be included.
Technology has come far but is limited in providing consistent service for non-English speaking customers. Over 41% of people in the United States are Spanish speakers, making it the second-largest language spoken in the US yet many companies lag in providing sophisticated language services to assist customers. It’s important to recognize, despite the convenience of automated systems, that culturally, not all are comfortable completing personal or private transactions via IVR or chatbot. Including live bilingual agents in your service model makes your customer feel appreciated and seen, which diversifies and widens your customer base.
Consumers are berated with the newest products and clever marketing everywhere. What they are seeking is quality service. Customers want convenient options that save them time, speak their language, and allow them to easily connect with a professional live agent when they need personalized service. Intercept of Florida provides telephone answering services with effective business solutions for your company. Contact us at (888) 704-8790 to discuss how our 24/7 customer service can enhance your business.
