These days we have less and less human contact. We shop at a supermarket with self-checkout lanes, we pay bills on-line, we order food from a drive-thru, and get cash from an ATM. It’s no wonder that with all of these high-tech options that customers look for high-touch service people.
When we have a problem we can become frustrated very quickly when we try to find a “real person” to assist us. We’ve all gotten lost in the maze of an automated attendant answering system with an endless list of “press 1 for ….., but no option that is actually what we’re looking for and certainly no option to speak to an actual person. Or we’ve initially been pleased when a web-site offers “live chat”, only to learn that no one is available to chat with us for hours. These are both excellent technologies, but must be used with caution.
At Achievant, we have real people who answer our telephones. Clients can always obtain customer service assistance from a live person almost immediately if they need help using our HRIS software. We recognize that people don’t want to communicate with an “organization” or a “computer”. They want to talk to a real, live, responsive, responsible person who will assist them and resolve their problem satisfactorily.
What kind of access and response time have you received from your vendor?
