Being helped isn't the same as being heard.
Why human connection still matters in customer service.
New research commissioned by Youi Insurance reveals just how much poor customer service interactions cost Australians, and the importance of human connection when looking for a resolution.
While technology and AI have transformed how we resolve everyday issues, when something goes wrong, Australians want a human in the loop. When clear communication and a timely response is delivered, Australians come out generally unscathed.
But a large majority of people say their most recent customer service experience took time or energy away from something that mattered. Psychologist Sabina Read explains it this way: “Humans are hardwired for connection, even the best technological innovations can't replace the power of being seen, heard and validated in a timely manner when we are seeking to resolve an issue that matters to us. In customer service interactions, most people aren't just reporting a problem, they're experiencing a minor rupture in their day.
When a real human acknowledges this with clear communication before jumping to solutions, the entire tone shifts. And so does the memory of the exchange."