Real-World Education for Modern Marketers

Join Over 600,000 Marketing Professionals

Start here!
N E X T
Text:  A A

Five Reasons Virtual Support Will Supplant Human

by Mark Gaydos  |  
July 6, 2010
  |  1,338 views

I can pretty much guarantee you that, soon enough, the folks you talk to online for sales or service are not going to be human. In fact, the people you interact with for online sales or service support aren't even going to be real—they will be virtual agents.

Why? The answer has a great deal to do with human nature, as well as with current budget constraints.

Are you old enough to remember when televisions had knobs? I am. I remember turning a mechanical knob to tune into one of 13 stations that my TV was capable of displaying. And if you remember knobs on TVs, then you probably also remember calling up companies that managed your money, such as banks, mutual funds, and brokerages, to ask simple questions: What's my balance? What's the current price of my fund? Has my check cleared?

The interesting thing about that process is that you called up and actually spoke to people to get those answers. Although usually friendly encounters on the phone, they were time-consuming and sometimes the person you spoke with didn't have the answer you were looking for.

The Human Touch Gives Way to Automated Responses


Then one day the financial institutions you relied on implemented an automated system that would get you answers on the phone without your having to talk to a human.

At first the experience seemed unusual, but soon enough you recognized the value of getting rapid answers to most of your questions 24/7. More complex requests, of course, had to be escalated to live human support.

You embraced your self-reliance while the companies you interacted with embraced their financial savings—the beginning of a win-win relationship.


Sign up for free to read the full article.Read the Full Article

Membership is required to access the full version of this how-to marketing article ... don't worry though, it's FREE!

WANT TO READ MORE?
SIGN UP TODAY ...
IT'S FREE!

We will never sell or rent your email address to anyone. We value your privacy. (We hate spam as much as you do.) See our privacy policy.

Sign in with one of your preferred accounts below:

Loading...
Mark Gaydos is the VP of worldwide marketing at VirtuOz (www.virtuoz.com), a virtual-agent solution provider. He is also the author of Marketing in the Time of Cholera (marketinginthetimeofcholera.com).

Rate this  

Overall rating

  • Not rated yet.

Add a Comment

MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that MarketingProfs: Your data is secure with MarketingProfs SocialSafe!