Personalized Bios + Humanizing CX

Have you ever found yourself frustrated, raising your voice on the phone, desperately asking, "Can I speak to a real person?" Or perhaps you've yearned for a connection with the genuine individuals behind the digital curtain, rather than being trapped in a maze of automated responses.

The human touch possesses a remarkable power to ease the frustration of customers, reminding them that real people are here to assist. We've incorporated a variety of humanizing features for our CX agents, with personalized bios standing out as a significant one. These bios serve as a constant reminder to our customers that there are genuine individuals behind the screen, dedicated to helping them resolve their concerns. Moreover, they can forge lasting memories connected to our company. In one instance, a CX agent shared a bio expressing their love for music, sparking numerous conversations that included music recommendations and anecdotes.

"I appreciate your signature; I wake up every day with a different song playing in my head. My wife thinks it's because my fillings are acting as an antenna!" - John

“Here is another song— of course it is a dance song— probably something you never heard— called Excited by M People— it is on iTunes if you just want to listen for 90 seconds— great hustle dance hit.  If you’re like Latin, try Suavemente by Elvis Crespo— it will get you toes-a-tappin’.” - Len

In addition to these personalized bios, we actively encourage our agents to step away from the script (within the boundaries of helpfulness, of course). A well-timed joke or playful exchange with a customer can go a long way in enhancing their experience.

Ultimately, customer support goes beyond mere issue resolution. While that's undeniably important, it's equally crucial to leave customers with a pleasant and memorable interaction with your company.