Use Technology Without Losing the Human Touch
The efficiency advantages that modern technology brings to every business are compelling. Businesses that fail to adapt to modern technology will at best become less profitable and at worst be driven out of business by their more efficient competitors. However, it is critical to strike the right balance when utilizing technology so as to not lose the human touch and drive customers away.
Humans are by our very nature social creatures. We appreciate interaction with other humans and tend to prefer such interaction over automated systems, especially when solving a problem. Anyone who doubts this need only think about the last time they called a large company (e.g. a a cable company) and spent several minutes navigating an automated phone system, only to feel frustrated and unappreciated by the company. That feeling can be rather intense when the only thing at stake is a person’s access to television; when it is a true emergency (e.g. involving the legal system or a late-night broken pipe flooding a house), that feeling is all the more intense.
The compelling advantages of technology yet the need to keep that human touch can be reconciled. A business that uses a virtual reception service ensures its clients can hear a friendly voice on the phone, while still realizing the cost-savings that technology has to offer. Indeed, for many clients there is no difference in the experience when speaking to a virtual receptionist versus a receptionist who is sitting in the company’s own office.