COVID-19 fundamentally changed customer service expectations and thus delivery.
The key metrics of the past, things like first-call resolution, time to answer, and call abandonment rates, seem to be largely ignored and have driven the adoption of more chatbots and automated, impersonal solutions.
The pandemic shifted customer expectations. People were more tolerant of subpar service, recognizing that “we were all in it together.” However, the service industry hasn’t fully bounced back, and many companies now rely heavily on bots and AI, believing they are the key to efficient service. Yet, what most customers truly want is a genuine human interaction. No customer service solution should be without the human element- ever!
At VASoft, we create solutions that empower businesses to offer both: automated tools where needed and the personal touch that customers value. Whether you need a standalone system or an integrated solution, our tools are designed to enhance the customer experience without sacrificing the human element.