Instead of having service representatives take orders, businesses now can utilize technology for order processing. With an automated telephone order-taking service, you can automatically assign tasks, process orders, and verify them. Customers placing orders will also receive updates in real time.
In a professional telephone order taking process, live operators handle tasks manually, such as completing order forms and communicating with customers. Many companies believe this makes human errors more likely and may opt for an automated system. Using an automated telephone order taking system, however, is not without drawbacks.
The reality is that the majority of customers still prefer talking with a live operator before placing orders. A human touch reinforces the legitimacy of the business and assures customers that you are already processing their orders.
What’s more, many people are more comfortable with having a live person assist them and walk them through the process. Whenever a concern or question arises, customers can get a response right away.
At times, automation can hurt customer service when a business takes the focus away from customers. Depending too much on technology to reproduce human interactions can weaken your bond with them. Empathy and emotion play a big part in persuading customers to place orders and having them look forward to doing more business with you.