Spending money on equipment and capacity will only get you so far. Having the right people in the right culture during a crisis is worth every penny. – Unknown
Living in a time where people (myself included) rely on instant EVERYTHING, you can’t help but notice that technology has gradually been replacing jobs of real live people. We have gotten so used to turning to our smartphones and tablets for, well….. just about anything. I think it’s safe to say that many of us have forgotten about the talented people who make these codes and programs boom.
I recently began to experience this first hand working at Aeon Nexus. It’s become more apparent each day that our company is extremely committed to taking the time and working closely with each of our clients. It’s gratifying to be part of a culture in which we not only strive at building our solutions, but building our client relationships. And this is across the board, no matter what position myself or my co-workers hold.
There is no reason that the increasing use of technology, within the customer service systems, should lead to a complete loss of the human touch. Only if companies want to try and eliminate as many costs as possible, and don’t care about how the quality of their service is affected, will it completely eliminate human interaction.
Here at Aeon, we speak with our customers sometimes once, twice, or even three times a day, on an actual phone…..not just via email. When our clients call us, they don’t get an automated system (you know, the one in which you “Press 1 to continue in English” and “Listen closely to our list of options, as they may have changed”). Turns out, not all companies use such systems. Instead, many utilize what’s known as “live human beings” to speak with clients and customers. Crazy idea, right?
I know personally I would rather speak to a live person, rather than be dragged through a merry-go-round of menu options. As a Project Manager, I enjoy speaking to our clients on the phone, hearing their feedback or comments. Its creates a relationship that would not be achieved by sole communication of email, or through a second party. It’s all about making your client’s experience one in which they a satisfied and appreciated.