Automating more of your customer service can be either a smart move or a big mistake.
Voice-powered technology has been steadily growing in recent years, and it’s no surprise why. Being able to utilize more automation processes within your customer service chain likely saves you time, money, and stress. As the technology has gotten more sophisticated, a greater number of people are turning to smart speakers in their homes and have become used to interacting with automated robots instead of actual people.
On one hand, voice-powered technology can seem like a lifesaver. If your call center can put callers through a funnel and only connect callers with an actual human when they truly need something only a representative can give them, it will free up your agents to be more attentive to a fewer number of people. Many questions can be answered by simple voice-powered technology, and it can act as a barrier between your agents and unnecessary calls.
Furthermore, voice-powered technology can record your calls and pull out key customer concerns. If management can look over a massive number of calls with certain pain points highlighted, it will help them make effective business decisions. Now that the technology is refined enough to comprehend what the customer is saying and put it into a data report, utilizing it to make data-driven choices will help companies stay ahead of the competition.
However, there are always downsides to different marketing techniques, and voice-powered technology is no exception. If you utilize robots in your call center, customers may get frustrated when they call in and aren’t quickly connected to a human.
Furthermore, if your technology isn’t well built and doesn’t understand what a person is saying, it will lead to a customer feeling dissatisfied with his or her service and likely not returning for repeat business. You also don’t want to get a reputation for being a company that undervalues its call center agents in favor of robots. Call center agents and voice-powered technology can and should live in harmony. Robots should handle lighter, easier-to-manage calls and let customer service agents deal with more complex situations. One should help the other.
Overall, voice-powered technology isn’t something to be afraid of. It can pull your company into the future and save you time and resources. But it needs to be done with the customer’s needs at the forefront. Always have a way for customers to speak to a human if they wish, and never let your technology overpower your service.