Will Website Chatting Services Replace Answering Services? - A Better Answer - ContactCenterWorld.com Blog
It is no secret that technology is changing the world as we know it. As it is now, there are already new methods of doing things available in the market. In terms of customer service, while answering services are still at the forefront, will that change in the future? Chatting services are already gaining a lot of traction and over time, it’s possible that they may be more popular than answering services at some point. But that doesn’t mean your customer will have a more satisfying experience, however.
The Rise of AI
Artificial intelligence, or AI, is one of the main ways that this can happen. Artificial intelligence is making a lot of headway in the world of technology. While it may still be a more expensive option, as the technology is perfected and altered, it will become more affordable for small businesses. If it is implemented as a chatting service, it will be able to be used in place of an answering service. It may even be able to provide quicker services and solutions than actual people because of the vast amount of knowledge that will be available for use.
The Digital Solution
Live chat provides an immediate alternative to an answering service that many companies use today. These services allow for their customers to still talk to a live representative, just over their computer. This can be a great way for specific industries to quickly get information from their customers, especially for more basic problems or customer service needs.
Why Human Touch Still Matters
AI will never replicate the human element of telephone answering, however. Yes, the customer may get the answer or solution they are looking for, and could even get it faster. But a human representative can show empathy and attention to detail, as well as make the customer feel like they’re important and valued. A live chat system does connect you with a human representative, yet it is obstructed by being a written message where emotions are hard to convey and difficult problems can be hard to articulate. Live answering services provide a truer form of dialogue with less room for interpretation error and a better experience for your customers that need a problem solved. For more on this topic, check out this blog on the pros and cons of using an automated service versus using an answering service.
Customer service does not look the same as it did fifty years ago and it will not look the same in the next few years from what we know now either. While chatting services may seem appealing, they’ll never replicate the value you get from actual human beings answering your phones.
Publish Date: August 24, 2017 5:00 AM
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