Read enough articles about call center platforms and customer service systems nowadays, and it would appear that robots – in the form of integrated automated response applications, including chatbots – are primed to replace humans as the preferred mode of contact.
But is that really the case?
Let’s take a typical customer outreach scenario. A client isn’t completely satisfied with the product they bought. Or, they have a question about a particular service plan. The next logical step is a call to customer service.
Expecting a friendly, knowledgeable agent to address their concerns, they’re instead presented with an automated answering service. So much for personalized attention!
A similar glitch in client communication occurs with chatbots. When inbound client outreach happens with a chat portal, the last thing many customers want to see is the customary, cold boilerplate that basically says, “Hi! I’m a robot. A real person isn’t available right now, so I’ll use keywords, algorithms and scientific data analysis to try and figure out your problem. Let’s go!”
Simply put, the so-called “robotic revolution” for inbound customer contact portals isn’t coming anytime soon. Customers definitely prefer an empathetic, intuitive live agent to handle their issues.
TeleDirect assists with all of your outreach requirements, both automated and live agent support. Our business processing outsourced (BPO) solutions also offer a complete, value-added assortment of business-boosting tools and resources (direct response & media support, help desk assistance, etc.) to offer premium ROI for any industry – including yours!
But back to the question at hand: how close are we, really, to the incoming automated takeover?
The Case for Live Agent Support
Let’s be clear about automated response systems: there’s a time and place for them in many customer contact portals, particularly for large-scale enterprises that require 24/7/365 response capability.
As far as cost savings, chatbots – the so-called “robots” of the call center world – offer significant savings over traditional agent-associated expenses. For example, many companies can save over 25% of their customer service budget with strategically deployed chatbot interfaces.
But at what cost to overall customer confidence? For general inquires (hours of operation, discount details, etc.), chatbots and other robotic communication means are perfectly fine. But when the situation demands a real human being to step in and assuage doubt and reassure clients about your products and services, it’s hard to top a live agent.
If you’re looking for a personal, human touch to your customer communication strategy, look no further than TeleDirect. Our fully-trained, professional agents are ready to step in at a moment’s notice, regardless of your particular business continuum.
What’s more, it’s not as if chatbot communication systems run on autopilot all the time. A fine-tuned, delicate maintenance program must keep everything running smoothly all the time. If there’s a problem with your chatbot system, an immediate fix is required. Without it, you might as well have a busy signal to answer customer calls.
We recommend an optimal blend of chatbots and live agents to handle your client communication, particularly on the inbound side. For Tier 1 tech support whenever you need it, TeleDirect is the outsourced solution of choice. Our Tier 1 platform provides 24/7 support in our U.S. based call center, handling everything from time-sensitive new product deployments to legacy communication requirements. All of our Tier 1 initiatives are determined by your specific needs – and spearheaded by our professional, fully capable agents.
Fill out our customer contact form to learn more today. To speak with our live agent support specialists and BPO experts, you can also call TeleDirect directly at (800) 776-1081. Thanks for considering TeleDirect for you live agent and Tier 1 tech support needs. Reach out to the leaders in customer contact expertise today!
Smitha is the CEO and CFO of TeleDirect. As the CEO of TeleDirect, Smitha is responsible for running all facets of the business and has a proven executive management track record. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. She is also responsible for organizational improvements and streamlining business operations that drive growth, increase efficiency, and bottom-line profit.