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Humans prefer customer service from humans
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Newsflash! Humans prefer to speak to a human when they are having customer service issues!
A recent press release reported the findings from a study by the CFI Group about contact center satisfaction. In this study they found that people preferred to speak to people.
The study reported that "CSRs are key to customer satisfaction, yet many customers are greeted by Interactive Voice Recognition (IVR) machines when they reach a contact center. Those who had to go through an IVR to speak with a CSR are much less satisfied than those who reached a CSR (69 vs. 79 respectively, a 13% differential).
Clearly this is not shocking news. Gethuman has been trying to help people speak to a human for some time now. Their website allows callers to bypass the IVR machines and speak to a human. With enough trial and error you could probably figure this out yourself but Gethuman makes it easy.
Think about yourself. It is unlikely that you were ever pleased to reach an automated voice instead of human. What I get confused about is why, if we in general hate speaking to an IVR, do we have so many automated systems?
“IVRs are a necessary evil for many companies, but improving them is not the key for success,” Sheri Teodoru, CEO of CFI Group added. “Customer service is a personal experience, so the best thing a contact center can do is invest in its people not its machines.”
Yes, in all fairness, some of them are better than others. However, if we want to please our customers it is clear that we should do our best to have a human answer the phone.
Do what you can to have humans helping humans, your customers will thank you.
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