We live in the Era of pervasive automatization. Most organizations today face a common problem: how do they leverage enormous volumes of customer and prospect data from many different sources and use it to best serve their customers?
Automatization seems to be the right solution to this problem, that’s why many companies implement bots to their client work routine. In order to make working processes faster and more efficient, banks, airlines, and other enterprises have begun introducing bots on Facebook Messenger and chat widgets over the past couple of years.
But is this really the right solution? Can a chatbot replace a human customer support manager?
A research by Autopilot concluded that 72% of the customers get frustrated when they receive generic content that is irrelevant or does not match their interests. Moreover, clients would feel under-appreciated when they found out they were talking to a chatbot and not a human agent.
A service-oriented business requires more than just a one-word response and generated text and cannot rely on chatbots to handle complex client requests. Those requests require attention to details, empathy and personalized approach.
Personalization can provide something that bots can’t: better understanding their audiences – down to an individual level.
Having a one-on-one conversation with our clients, MeetnGreeters and ICO contributors helps us grasp our clients’ needs and interests and adjust our service to them, making the MeetnGreetMe experience more convenient on so many levels.
Personalization is about reaching customers at the right moment with the right message.
Based on their behavior and/or personal characteristics of a customer, the content and timing of a message are tailored to their needs. It’s a perfect tool for approaching the modern customer as each of them has unique questions that require specific answers. And they don’t want to spend time listening to or reading through irrelevant information.
After all, people still want human contact, and this is especially true for businesses related to hospitality. People want to know that service providers actually care about them. A chatbot does not have the emotional intelligence yet to do that.
Within MeetnGreetMe we aim to implement personalization to every aspect of our platform, even referring to chat and technical support.
It all starts with a personal verification procedure. Personal verification of every potential MeetnGreeter is a mandatory requirement on the platform. Since comfort in communication between Guest and MeetnGreeter is one of the main components of MeetnGreetMe service, the main goal that faced the creators of the platforms was to make sure that platform users will be comfortable with each other and that their communication will be as productive as possible.
Here’s how it works: MeetnGreetMe customer service managers schedule a video interview with each MeetnGreeter before activating their account and each interview has 2 phases:
That kind of verification kills two birds with one stone: we make sure that the users are truly interested in our service and share our values, and at the same time we help our MeetnGreeters learn about our service’s features and teach how to use them.
Moreover, it creates an emotional bond between MeetnGreeters and our managers. It helps our platform users always feel taken care of and makes the communication much easier.
We adhere to this principle even when it comes to the chat on our platform. There are only human agents both on the platform’s chat and our Telegram channel. They truly care about our Guests’, MeetnGreeters’ and ICO contributors’ needs and interests, and are always ready to help and to find a solution to every problem in the most personalized way.
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