How can we scale the human touch via technology?
Explore how businesses can leverage technology to maintain personal service and connect with customers as they scale.
In today's digital age, businesses face a challenge: providing personal service at scale. Here's how to do it:
- Use AI to handle routine tasks, freeing humans for complex issues
- Implement chatbots for 24/7 basic support
- Leverage WhatsApp's 2 billion user base for customer service
- Employ tools like Polser to enhance WhatsApp interactions
- Train staff in both empathy and tech skills
- Personalize automated responses with customer data
- Measure success with metrics like NPS, CSAT, and response times
Key stats:
- 79% of people want human involvement in customer service
- 69% prioritize quick responses
- Companies using AI for personalization see 30% higher conversion rates
Remember: Tech should enhance, not replace, human interactions. As Jay Grinde from Uplight says:
"Building automation into your process doesn't mean you have to talk to your customers like a business robot."
By blending technology with human touch, businesses can scale personal service without losing their unique personality.
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Why Personal Service Matters
In our digital world, the human touch is still king in customer service. As companies grow, keeping that personal connection becomes tougher - but it's more important than ever.
What Makes Service Feel Personal
Personal service isn't just about fixing problems. It's about making real connections and showing you care. When customers feel like you get them, they stick around.
Take Netflix and Amazon. They've nailed personalization. Netflix suggests shows you'll love, while Amazon knows just what you might want to buy next. This smart approach has boosted conversion rates by 30% for companies using AI to personalize.
But it's not all about fancy tech. Jamie Wernet from Greenhouse says it best:
"When it comes down to guiding clients through their recruiting software, in-person interaction is key."
Growing Pains in Customer Service
As businesses get bigger, keeping service personal gets tricky. Here's what they're up against:
- Dealing with more time zones
- Supporting a wider range of products
- Handling way more conversations
- Figuring out new ways to talk to customers
If you're not careful, these challenges can lead to so-so service.
John Duckwitz from Granicus has some advice:
"Keep what's good and let go of anything that doesn't serve the overall mission of deeper adoption, client advocacy and retention."
Mixing People and Tech
The secret to scaling personal service? Finding the sweet spot between human touch and tech. Let AI and automation handle the boring stuff, so your people can focus on the tricky problems and building relationships.
Jay Grinde from Uplight puts it well:
"Building automation into your process doesn't mean you have to talk to your customers like a business robot."
Here's how to blend tech and human smarts:
- Use AI to crunch data and personalize
- Automate the everyday questions
- Save your human experts for the tough stuff
- Let your team go above and beyond
Tools like Polser can supercharge your WhatsApp customer service. They offer smart response suggestions and support in multiple languages. This way, you can keep things personal while handling more customers.
How Technology Helps
Technology is the secret sauce for scaling personal service without losing the human touch. Let's dive into how different tools can make customer service more personal and efficient.
Partial vs Full Automation
It's not about choosing between robots and humans. The real magic happens when you find the sweet spot between automation and human interaction.
Partial automation is like having a super-efficient assistant. AI chatbots can handle the easy stuff, freeing up your human agents for the tricky problems. And it works:
Financial institutions using WhatsApp Business API have seen up to 70% of customer inquiries resolved automatically. Companies report a 33% reduction in call center volumes after implementing partial automation.
Full automation? It's tempting, but not always the answer. Some problems need that human touch - empathy and creative problem-solving. The goal is to use tech to make your human interactions even better, not to replace them.
How AI Helps Staff
AI isn't here to steal jobs - it's here to make your team superheroes. Here's how:
1. Smart suggestions
AI analyzes customer questions and gives agents real-time info and response ideas.
2. Sentiment analysis
AI can tell if a customer is happy, frustrated, or about to blow a gasket. This helps agents adjust their tone and approach.
3. Efficient routing
AI plays matchmaker, connecting customers with the perfect agent for their problem.
4. Real-time assistance
Tools like Dialpad's contact center platform let supervisors see the mood of ongoing calls. It's like having a sixth sense for customer service.
These AI superpowers lead to faster responses and happier customers. In fact, nearly 70% of consumers say they'd pay more for brands known for good customer service. Ka-ching!
Why WhatsApp Works
WhatsApp isn't just for chatting with friends anymore. It's become a customer service powerhouse. Here's why:
- It's HUGE: 2 billion users worldwide. Your customers are probably already there.
- It's familiar: People use WhatsApp every day. No learning curve for customer service.
- It's versatile: Text, voice messages, images, videos - you name it.
- It's always on: WhatsApp chatbots can handle basic questions 24/7, even when your human agents are catching Z's.
Xander Barnard, Managing Director at The Messenger Network, sums it up nicely:
"Automated messaging - when properly integrated - brings many benefits that can transform your business."
Tools That Keep Service Personal
Businesses are using new tech to scale personal service. Let's look at some tools that are changing how companies talk to customers.
Quick Response Tools
AI-powered systems are speeding up customer service. These tools read customer messages and suggest replies, helping agents respond fast and accurately.
Take Comm100's Agent Assist. It gives real-time suggestions during chats. This helps agents work faster and keep their tone consistent.
Using Customer History
Knowing past interactions is key for personal service. Modern CRMs link with chat platforms, giving agents quick access to customer history.
Amazon does this well. They use what you've bought to suggest products and send emails with offers you might like. This personal touch keeps customers coming back.
Voice Message Tools
Voice features are adding a human touch to digital service. Some tools turn text into voice messages, making automated replies sound more personal.
Polser, a WhatsApp service platform, has a cool feature. It turns typed replies into voice notes using pre-made or cloned voices. This lets businesses send personal-sounding audio messages at scale.
Speaking Multiple Languages
In today's global market, speaking many languages is a big plus. AI translation tools are helping businesses serve customers who speak different languages.
Polser's system automatically translates messages. This lets businesses chat with customers in their preferred language, showing respect and building stronger connections.
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What Polser Offers
Polser is changing customer service with its WhatsApp-focused platform. Here's how it helps businesses stay personal as they grow:
Smart Sidebar Features
Picture a super-smart assistant next to you during every customer chat. That's Polser's Smart Sidebar. It learns from past chats and suggests personalized responses on the spot.
Let's say a customer, Sarah, has been looking at summer clothes. The Smart Sidebar might suggest: "Hey Sarah, seen our new beachwear? Just got it in yesterday!"
This isn't about replacing humans. It's about giving agents superpowers. They can mix suggestions with their own style to keep things real.
Quick Answer System
Ever scrambled for info while a customer waits? Polser's Instant Answers ends that. It pulls relevant info from your knowledge base in seconds.
It's not just fast - it's accurate. With the right info at hand, agents can focus on connecting with customers instead of hunting for answers.
Booking System
Polser turns WhatsApp into a booking machine. It connects to your scheduling system, showing open slots in the chat. Customers book with a tap, and Polser sends reminders to reduce no-shows.
E4CC, an English language trainer, cut their first response time by 80% with a similar system. That's the kind of speed that keeps customers coming back.
Voice Features
Here's where it gets cool. Polser can turn text into voice messages and back again. Businesses can send personal audio messages at scale, adding a human touch even when typing isn't an option.
For customers who prefer talking, Polser turns voice messages into text. Agents get the best of both worlds - the personal feel of voice with the efficiency of text.
Polser isn't about replacing humans. It's about making them better. By handling routine tasks and giving agents powerful tools, Polser frees your team to focus on what matters: building real connections with customers.
Checking What Works
How do you know if your tech-powered personal service is hitting the mark? Let's look at some key metrics.
Personal Service Scores
To gauge customer feelings, the Net Promoter Score (NPS) is your go-to tool. It measures how likely customers are to recommend your business.
Take BMW's WhatsApp customer service. They nailed it with a 67.53% NPS. Even better? 90% of customers said they'd recommend it. That's tech-powered service done right.
But don't stop at NPS. The Customer Effort Score (CES) tells you how easy it is for customers to get help. Lower scores often mean happier customers, especially with messaging apps.
Customer Happiness Checks
Nothing beats direct feedback. The Customer Satisfaction Score (CSAT) asks customers to rate their experience right after an interaction. Simple, but it works.
Here's a tip: Use text messages for these surveys. Why? They have a 98% open rate. You'll likely get more responses than with email. Plus, it fits perfectly with a messaging-first approach.
Reply Speed Goals
In today's world, speed is king. In fact, 75% of customers say fast responses are the most important part of good service.
Keep an eye on First Response Time (FRT). Many top teams aim to respond within an hour. Some even manage it in under 60 seconds with SMS!
But remember: it's not just about being fast. It's about being fast AND helpful. Track your First Contact Resolution (FCR) rate too. This shows if you're quick AND effective.
Staff Performance Goals
Your team is your service's backbone. To keep that human touch while scaling, measure how well they're using the new tools.
Look at metrics like Average Handling Time (AHT). If it's going down while customer satisfaction stays high, your tech is helping, not hindering.
Also, check your Automated Resolution Rate (ARR). This shows how many issues your AI tools are handling without human help. A higher ARR can free up your team for more complex, personal interactions.
Remember, the goal isn't to replace your team with tech. It's to make them more effective. As Ryan Baum puts it:
"For issues with easy solutions, there's no reason for customers to engage with email or phone. Emails are slow and clunky and phone calls can lead to customer frustrations, especially if your wait times are excessive."
Tips for Growing Service
Scaling your business while keeping that personal touch? It's tough, but doable. Here's how to grow your service without losing the human element:
Staff Training Tips
Great service starts with a well-trained team. Take LUSH Cosmetics, for example. They don't just throw new hires into the deep end. Instead, they use hands-on training to make sure everyone knows their products inside and out. The result? Staff who can give spot-on recommendations to customers.
Want to blend tech and human skills? Here's how:
1. Focus on empathy training
Teach your team to read between the lines, even in digital chats. Role-playing is a great way to practice this skill.
2. Master the tools
Make sure your team knows your tech tools like the back of their hand. For example, if you're using WhatsApp Business, your staff should be whizzes at quick replies and labels.
3. Encourage knowledge sharing
Set up a system where your top performers can share their secrets with others. It's a natural way to spread best practices throughout your team.
When to Use Tools vs People
Finding the sweet spot between automation and human touch is key. Here's a practical game plan:
- Let chatbots handle the easy stuff like FAQs. This frees up your human agents for the trickier issues.
- Always give customers an easy "talk to a human" option. Some people just prefer the personal touch.
- Use AI to sort and route inquiries, but leave the problem-solving to your human team.
Remember, tech should make your human service better, not replace it. As Jay Grinde from Uplight puts it:
"Building automation into your process doesn't mean you have to talk to your customers like a business robot."
Keeping Service Standard but Personal
You want consistency, but you also want to make each customer feel special. Here's how to do both:
1. Create a knowledge base
Build a central info hub for your team. This keeps everyone on the same page.
2. Personalize automated responses
Use what you know about your customers to add a personal touch to automated messages. Something as simple as using their name or mentioning their last purchase can make a big difference.
3. Empower agents to go off-script
Having standard responses is great, but give your team the freedom to add their own flair when needed.
4. Use sentiment analysis
Try out tools that can pick up on customer emotions in messages. This helps your team adjust their tone to match the customer's mood.
Staying Real While Growing
As your business gets bigger, keeping your unique personality is crucial. Here's how to do it:
1. Involve customers in your growth
Regularly ask for feedback on your service. It's the best way to make sure you're growing in the right direction.
2. Maintain your brand voice
Make sure all your communications, whether automated or human, sound like "you".
3. Celebrate personal connections
Encourage and reward staff who go the extra mile to create memorable customer experiences.
4. Use technology to enhance, not replace
Tools like Polser can help you scale personal service on WhatsApp. Their Smart Sidebar feature, for instance, suggests personalized responses while still letting agents add their own touch.
Conclusion
Scaling human touch through tech isn't just possible - it's a must in today's digital world. The trick? Finding the sweet spot between automation and personal interaction.
Here's the deal: 79% of customers want human involvement in service, but 69% also want quick responses. That's where tools like Polser come in, using WhatsApp (with its 2 billion users) to bridge this gap.
Polser shows how tech can boost human interaction:
- Its Smart Sidebar gives agents personalized response suggestions, blending AI efficiency with a human touch.
- Instant Answers pulls up info quickly, letting agents focus on building customer relationships.
- Voice messages add a human element to digital chats, even at scale.
But remember: tech should help, not replace, human service. As Jay Grinde from Uplight says:
"Building automation into your process doesn't mean you have to talk to your customers like a business robot."
The goal? Use tech to make human interactions even better. Here's how:
- Train staff in both empathy and tech tools
- Use AI for routine stuff, save human touch for tricky issues
- Keep gathering feedback to fine-tune your approach
In short: Use tech to enhance, not replace, the human element in customer service. It's about finding that perfect balance between efficiency and personal connection.