Balancing Automation And Human Warmth in Customer Support ⚖️

Manuel Oliveira
Manuel Oliveira Admin Posts: 803
500 Comments 100 Likes Second Anniversary 5 Answers
edited July 2022 in Workflow Automation #1

Pipedrive's Vice President of Customer Support Mara Vicente weighs in on how to find balance between automation and human warmth in customer support, and how this perspective influenced Pipedrive's award-winning customer service


The more complex the customer service issue, the more likely customers are to seek out a real person on the phone (40%) or a face-to-face interaction (23%) instead of online chat. And that reason is simple. No machine is willing to go out of its way like a human will. We can never underestimate the power of empathy in the customer experience.
Automation shouldn’t be the gatekeeper; rather, it needs to enhance the connection between your brand and your customer while helping your support team create value.