- Feb 24, 2018 12:58 am GMT
- 339 views
This interesting article from the Harvard Business Review explores why it's not a good idea to entirely automate your customer service offerings. It notes that people still prefer a human touch and that, by increasing automation, you're also increasing the amount of work your customers must do -- a sure way to increase unhappiness and customer error. The article does suggest that a balance can be achieved.