Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner.
Fundamentally, it’s proven that the most rewarding experiences involve other human beings. In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships.
Before delving too far into the case for human touch, let’s be clear on one point. There is no doubt that automation is here to stay. Its seismic CS potential to boost productivity and reduce costs is irrefutable. We see proof of it on a daily basis.
Of course there is no scenario in which we should even consider rolling the tape back to the pre-automation days. We couldn’t do what we do without it. That said we also wouldn’t be successful without human touch. We’ve found that with the right blend of tech AND human touch, cost and churn decrease while productivity and revenue climb.
Conventional wisdom says customer satisfaction is based solely on the value they derive directly from the product. BUT neuroscience says there’s more to it: people make decisions based on emotional, not logical, rewards. And by its very nature, human interaction is rewarding (just avoid rush hour traffic and that one relative’s Facebook feed).
Multiple studies rooted in neuroscience highlight three key CS takeaways:
We see company after company build CS strategies around automation with human touch points filling the gaps. We say flip it. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. This approach is essentially the equivalent of having your cake and eating it too because not only will you reap the reward of lower costs but you’ll also enjoy higher revenues.
Don’t take our word for it though. You only have to look at the research of Hilke Plassman, Peter Kenning and Dieter Ahlert to confirm it. They proved that higher neural activity results from consistently meeting and exceeding expectations for quality, value and human interaction. Over time, loyal customers associate higher expectations for future rewards with their favorite brands, making the act of repurchasing automatic.
If you’ve made it this far, we hope that means you’ve seen the light. — no one person is an island. We need human touch to thrive. It’s as true in our personal lives as it is in business, which is why I keep harping on it being an inescapable part of a sound CS strategy. We know it. You know it. And neuroscience proves it.
But what can you do with that knowledge? The first step is admitting it. Recognize the uniquely human role of CS professionals whose efforts can’t easily be duplicated. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses. Humans naturally build bonds of trust that AI struggles to inspire.
Focus on three key areas to properly blend tech and human touch:
The second step is to determine if you have the resources to invest in hiring the number of CSMs required to effectively manage your full customer base. If you’re like most companies, you don’t have the number of CSMs you need to support your customer base and you don’t have the resources to hire additional full-time employees, which are the reasons why we exist — to augment your staff. Our outsourced, cost-effective partner concept of Customer Success as a Service (CSaaS) and Virtual Customer Success Manager (vCSM) stands in the gap with seasoned, high quality vCSMs to foster relationships within underserved areas of your customer base.
Artificial intelligence can save money. Human touch can grow revenue. Using them together amplifies the positive effects of both.