“Speak with a representative.”
“Speak with a representative!”
We’ve all had that customer-service moment where we’re stuck in an automated loop of chaos, and all we want is to connect with a real (and if it’s not asking too much, empathetic) human being to answer our question. The problem with engaging a digital brand or startup is that, oftentimes, customers don’t know who—or what—they are talking to.
Widespread adoption of online-centric companies, products and services has pushed a primarily automated customer-service experience to the forefront for many brands.