Customer Experience articles

How To Offer More Personal Customer Support Through Effective Automation


  

Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch that effective support is supposed to be all about.

How To Offer More Personal Customer Support Through Effective Automation

It’s not that robots are useless. They’re great at repetitive tasks, perfect for finding data and remembering anything you’ve ever written down. As sidekicks, robots can help offer more personalized support, doing the tedious parts of support so that you can focus on actually solving problems. You just have to give them the right job. Here’s how to find the perfect job for your robots, so that you can automate support and offer more personalized, hands-on support at the same time.

The post How To Offer More Personal Customer Support Through Effective Automation appeared first on Smashing Magazine.

Privacy Guidelines For Designing Personalization


  

For interaction designers, it’s becoming common to encounter privacy concerns as part of the design process. Rich online experiences often require the personalization of services, involving the use of people’s information.

Privacy For Personalization

Because gathering information to personalize a customer experience can interfere with the overall experience — with negative consequences for the business — how do we navigate this increasingly difficult territory? What are the guidelines to follow when using data to personalize digital experiences, and how can organizations help people feel comfortable with personalization services that research clearly shows people want?

The post Privacy Guidelines For Designing Personalization appeared first on Smashing Magazine.

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