Avoid Overlooking the Human Aspect of Customer Relations

Technology has a way of enhancing some known business operations but it is a fact that automation is not ready to take over what people can actually do. Human interaction is still a need especially considering that businesses like Managed Logix still interact with people.

Most organizations these days are encouraged to adopt modern practices, mostly pointing to technology such as Customer Relations Management Systems. It should be noted however that these systems are made to help out people and not actually take their place. There is still a big difference when you think about providing the proper answer to millions of questions that could be thrown your way. Not all questions can be answered by a machine. As a result, there is a need of human interaction in the end.

Communicating at human levels
You can program systems with tons of data to address queries but that does not assure you that most questions by customers will be resolved. Some systems, for instance, would railroad you in such a way that it may take you a long time to get a proper answer to your questions.

This is how most systems are designed today – interconnected to ultimately address needs. However, not all customers have the patience for this, particularly the ones who may be looking for a simple answer to a simple issue. This is where human intervention comes in, aptly addressing and paying attention to what a customer really wants clarified or resolved.

Through human interaction, people get to the point and can immediately get answers compared to that of interacting with a machine or a system. Furthermore, both customer and company representatives can easily get on the same page, meeting halfway, which ultimately leads to a faster resolution of the problem at hand.

Giving attention where it is due
Customer representatives can provide factual solutions based from experience and knowledge, sometimes not present in CRMs. For instance, procedures in applying or claiming benefits can be done easier with people who are pretty much knowledgeable about it.

With CRMs, such could be programmed when specifics are normally left out since these can be countless and very dynamic. When both are communicating, the matter at hand can be addressed instantly. The level of understanding is more logical and quicker with the help of humans since they do get an actual grasp about a customer’s gripes or problems on the spot.

Valuing through Customer Care
Another aspect that makes human interaction valuable is the fact that customers would feel valued. A CRM can help you track details about your customers’ needs but there are still loose ends. It helps address basic issues at a certain level but not the ones which only humans can resolve accordingly.

Hence, with humans around, customers will not feel shortchanged but rather valued since they are given attention head on when the need arises.

by Scarlett Xu