With smartphones at our fingertips 24 / 7 , it ’ s no surprise that many companies have chosen to automate the customer service experience as much as possible . But can too much automation come at a cost ?
From endless loops of call transfers and unhelpful chatbots to contact forms in place of phone numbers , people are frustrated by the lack of access to prompt , personalized service . In fact , according to a report by PWC , 64 % of American consumers feel that companies have lost touch with the human element of customer experience and 71 % say they would rather interact with a human being .
The Rideshare Company has found that the key to happy clients is using technology as a tool to streamline human customer service , not replace it .
“ The Rideshare Company prides itself on customer service and one-on-one support ,” said Jodie Hollister , VP of Business Engagement at Rideshare . “ It ’ s helpful for our customers to have a variety of touchpoints , whether through our website or on the phone , but we always want them to have access to a live person . Having one-on-one conversations goes such a long way and it keeps our relationships very loyal .”
IT ’ S HELPFUL FOR OUR CUSTOMERS TO HAVE A VARIETY OF TOUCHPOINTS , WHETHER THROUGH OUR WEBSITE OR ON THE PHONE , BUT WE ALWAYS WANT THEM TO HAVE ACCESS TO A LIVE PERSON . HAVING ONE-ON-ONE CONVERSATIONS GOES SUCH A LONG WAY AND IT KEEPS OUR RELATIONSHIPS VERY LOYAL .”