Striking a Balance Between Automation & Human Customer Service

There’s no denying that Automation is increasingly becoming a greater part of a business’s digital footprint. While it’s presence is being felt across numerous parts of business, Automation seems to pop up most frequently in customer service. But, relying solely on automation or self-service online can lead to a sub-optimal customer experience. This is why it is critical to provide your website visitors with a quick pivot to human customer service. In this paper, we will discuss how best to find the right balance between automated and human customer service.

Specifically, this paper will highlight:

• The Limitations of Automation
  
• Striking a Balance Between Automation & Human Service
• When to Use a Human vs Automation