While automation and outsourcing has commonly been thought to be beneficial to a business its important to recognise that without careful thought and planning it may do more harm than good for your business and your customers. Transparency and care throughout the customer journey is very important in building your brand and trust with your […]
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Here is a great article on Customer Service Automation. Its clear the some automation to make the customer interaction smoother benefits companies and customer, however, there are key parts that should never be automated. Technology should be in place to facilitate human interactions not replace them. https://hbr.org/2018/02/the-parts-of-customer-service-that-should-never-be-automated
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