In the digital age , traditional means dedicated to customer services are being called into question. The digital transition brings its share of new features and technical developments. For example, we have social networks, forums and chatbots that meet certain customer expectations. The desire to move to the digital transition reveals certain questions. What will become of the traditional channels of communication between a company and its customers? According to our know-how and our feedback, the traditional channels for customer satisfaction will remain. They will continue for one simple reason: the human aspect that each company wants to keep.In the digital age , there are technical means to respond to certain requests that remain basic. Indeed, artificial intelligence is not what we think. Chatbots are a series of predefined scripts that can answer a multitude of questions. This is called weak artificial intelligence. It only simplifies the steps between its user and their problems. In short, it is very effective for what are called level 1 actions. That is to say, simple question paths that do not require technical assistance. qatar whatsapp data
For more technical questions, the presence of the human factor is and will remain essential. Indeed, even if call centers have a bad press, studies show us that the human factor remains the keystone of customer relations.As the AFRC and BCG studies show , 60% of respondents say that human interaction will remain at least stable. If it is destined to increase, it will move towards more complex and more precise activities. Through technology and this thinking model, level 1 problems will eventually be automated.
The study also shows that for 90% of companies, the reinvention of the human will bring a lever of significant growth and this for two reasons.