Amidst all the talk about man v machine and robots taking over our jobs, I cannot help but think that, if there is one area where I’ll always prefer dealing with human beings, it is customer service.
While I love the convenience and straightforwardness of shopping for items online for instance, no internet experience can truly match the personal experience of being helped by a shop assistant and of talking to another human being I can see and engage with in conversation.
Unless, of course, a retailer offers its online customers theoption to talk to someone from customer services via live video. Imagine how simplified - and personalised - the whole browsing, selecting and purchasing process would be if someone could advise you while you are online shopping for a specific product.
Online customer service that matches the experience I’d receive in-store is in my view superior customer service, because it combines the convenience of online shopping with the warmth and reassurance of human interaction.
It is interesting to see that, in spite of all the talk about robots and the ‘rise of the machines’, many areas of retail customer service are actually doing the opposite and seeing the value of personal interaction and of putting people back into the online customer experience. Online retailers have for example been offering Live Chat for many years now – real people answering customer service queries by text chat, not predictive automated messaging. Now we’re seeing an increasing number of retail businesses offering even greater levels of personal service to online customers with live video chat, being just one tool to enable a more personal level of service and a great first impression for customers visiting your site.