• 0800 044 3090
  • Who we are
        • Who we are

          Our philosophy has always been to look after our team and we believe that a well trained, respected and motivated workforce is more enthusiastic, more productive and more likely to stay with our company. We benefit from an impressive high staff retention rate.

        • About Aquarius
        • How we work
        • Meet our team
        • Become an Introducer
  • Our services
        • Our services

          We have an end-to-end portfolio of fully managed, 24/7 outsourced call centre solutions

        • Customer support
          • Out of Hours call handling
          • Customer Service & Sales Support
          • Live Chat
          • Email Support
          • Customer Help Desk
        • Reception support
          • Appointment Booking & Diary Management
          • Virtual Reception
          • Telephone Answering Services
          • Telephone Lines & SMS
        • Operations support
          • Telephone Order Processing
          • PCI Compliance
          • E-commerce Management
          • Media Response / Data Capture
          • 24/7 Disaster recovery
        • Tailored solution
  • Sectors we support
        • Sectors we support

          We work in collaboration with a diverse range of clients where our team brings unrivalled industry expertise

        • Restaurants
        • Trades Call
        • Letting & Estate Agents
        • 24-hour Engineer
        • Retail Customers
  • Case studies
        • Case studies

          We pride ourselves in the partnership approach taken with each of our clients. Hear how we have helped!

        • Cullross
        • Curam
        • Eazipay
        • Golfbreaks.com
        • Hamleys
        • Magenta Star
  • Blog
  • Contact Us

Home > Blog > Old School or New School Customer Service… Or both?

Old School or New School Customer Service… Or both?

 

Customer Service & Chatbots

Aquarius Contact Centres

This week has been a busy week with a lot online about the rise of Chat Bots and it’s place in the Customer Service Industry. It would seem the future is a scary and distant place. It’s not. Businesses can still invest in people. We still believe that this will remain, despite this change, as only a phone conversation can solve what the customer needs. These needs will need to be met with two essential elements: trust and empathy.  Which is what people bring to the business.

At Aquarius, we believe in people and that people are responsible for good quality customer service. Aquarius staff are highly trained and appreciated, so this leads quite clearly to a higher quality of customer service. Reading research by the Institute of Customer Service proves that employee happiness increases customer service to be of a better quality

Adapting new technology is important – and we appreciate that.
However, the automation of Chat Bots right now is no competition to having someone friendly and helpful satisfy the customer’s need. According to a recent article by Forrester, Chat bot’s have answered customer’s questions, however about one third of the time the Chatbots have either failed or provided an awkward experience. Do you really want this for your business?

Contact Centres and people satisfy this need.

What are your thoughts? Do you think your business needs more of a human touch?

 

  • Categories
  • Call Divert Guides
  • Client Testimonial
  • Customer Helpdesk
  • Customer Service
  • Ecommerce
  • Events
  • Hints, Tips & Advice
  • News
  • Newsletter

Ready to get started?

Call us on 0800 044 3090
or get in touch today

Get in touch

Want to know how we can help?

Why not sign up to our info packed
newsletter!

Sign up
p005
p004
p003
p002
p001
webpeditor_telxl-logo-dark

Unit 1, Halbeath Interchange Business Park, Kingseat Rd, Dunfermline KY11 8RY

Privacy policy

Website by 39steps