Anxious Purchasers May Not Use Us, But They're Happy We're There

We loved this quick article from the Harvard Business Review. It confirmed what we knew about the value of human-powered customer support and surprised us too.

Researchers found that just the presence of a real person to help, even if the potential customer never chats or calls, alleviates anxiety and increases user or customer trust in a platform or service provider.

The surprising finding -- AI-powered statuses updates performed worse than no contact at all.

The not surprising finding -- offering a path to human contact substantially increased the likelihood of conversion.

We know well-trained and motivated team members can use active listening and product enthusiasm to effectively move tentative callers to happy purchasers.

https://hbr.org/2019/04/why-anxious-customers-prefer-human-customer-service