Why Your Customers Actually Prefer Automation

A Faster Experience

Live agents will never compete with automation’s speed. A chatbot can provide the same answers that make up an agent’s script, without the time spent on hold. Research shows that on average, after customers are connected with a customer service representative, only 25% of each call involves client-agent interaction. The other 75% of the call is made up of agent research, which automation can perform instantly. 

Instant Gratification 

Automation systems don't care about current call volume or time of day. A good system is built to run 24/7, and with minimal to no wait times no matter how busy your business is. In today’s “anytime, anywhere” world, this is becoming the expectation for customers. 

Accurate Information, Straight From the Source

Human involvement leaves room for human error. We’ve all dealt with a poorly trained or unhelpful representative. Especially with an omnichannel approach, it’s important to have all of your messaging up to date across all channels. With agents, scripts and canned responses must be updated and distributed. With automation, you can update changes across all channels with a single click. If you want to give your customers accurate answers, automation is the way to go.

Comfort and Experience Using Technology for Self Service 

Your customers are already using self service technology, from ordering takeout online to using IVR systems to interact with large corporations. They’re more than willing to give up human interaction if it means a faster, more effective way to get things done. So what are you waiting for?