We’re all in for human support: Here’s why

In many ways, automation is making aspects of life easier or more convenient. But does that mean customer support should become less human?

As automation keeps spreading its wings, the ways customers interact with businesses are ever changing. Over the past few years, we’ve all witnessed how machines have taken over for an infinity of simple tasks.

Technology and AI are progressing faster than ever, and the efficiency of automation is not really in question – for a number of things. However, when it comes to customer support, the best person for the job is, well, a person.

When it comes to customer support, the best person for the job is, well, a person. #CustomerService Click To Tweet


Automation is not automagic.


In most cases, when questions arise because something isn’t working as expected; it’s really hard to argue that automation is the best answer. This is mostly because some of the most typical questions, like ‘why’, can be incredibly complex for a machine to answer.

Truth be told, humans are better for customer communication because they can better understand what you want and provide more accurate answers. That’s why customers want to talk to real people, and they want better human service.

Many people don’t like dealing with machines, and they certainly don’t like having to go through rounds of “I’m sorry, I didn’t quite understand that” to get to talk to a real person. Still, customer service agents are often only available as a last resort. [Sigh].


Our people and values: Our humans are there for you.


For us at Ibby, people are at the heart of our business. Ever since we embarked on our journey in the SaaS world over 3 years ago, we’ve relied on our great agents for providing the best possible service – and our human support has made a big difference to our customers.

Our team is 100% committed to help you to succeed. That’s why, with our Ibby platform, we offer you hands-on support via live chat, email and phone with each and every plan. Human-to-human.

While we highly value automation for its convenience, we know that the human touch not only still plays an essential role in customer communications, but it’s also craved by customers.


At Ibby, we have embarked on a journey to help businesses to boost sales and support with the power of messaging. We would love for you to have a first-hand experience. Sign up and take us for a spin!


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