Attempting to access customer support in today’s AI dominated landscape can be a frustrating experience. Many large companies now default to AI chatbots, with no way of speaking to a human, often leading to miscommunications, time wasted, and an unsatisfactory resolution.
With the government report ‘AI activity in UK businesses’ highlighting that ‘68% of large companies, 34% of medium sized companies and 15% of small companies have adopted at least one AI technology’, it is clear that there are many business uses for AI.
For many businesses who do not provide personalised customer support and bespoke services, AI can provide a cost effective solution. AI chatbots can quickly provide answers to simple queries, triage customers to the correct agents, and free up human resources to focus on other tasks.
However, the use of AI chatbots to replace humans in customer support can encourage a one-size-fits-all approach that does not align with the extra-mile support we prioritise at Hyve.
What are the benefits of the human touch in customer support?
- A human agent will have adaptability to fully understand your needs. Although the language capacities of AI are constantly improving, there can still be miscommunications. A customer may describe an issue or use terminology differently than the AI model has come across before, stopping the AI from correctly identifying the issue and the resolution.
- When talking to a chatbot, there is not the continuity and familiarity of talking to a human who understands the context and nuance of your case. You can end up explaining your background and history with the company from scratch each time you access support.
- A human agent has the intelligence, adaptability, and wider knowledge to propose new ideas and solutions. A chatbot is programmed to handle common queries, without the understanding that every customer’s needs are unique. Any dataset used for training the model will be based on past scenarios.
- Depending on the level of service required, the cost-saving of replacing support staff with AI chatbots can be a false economy. Low quality customer service and the inability to speak to a human can lead to both existing and potential customers feeling unvalued, and as a result, spending their money with another company.
What makes Hyve’s extra-mile customer support stand out?
We believe that service should be personal. When you speak to Hyve, whether you are an existing or new customer, you will always speak to a human.
As one of our customers, your dedicated account handler will take the time to get to know your business with regular check-ins – whenever you need us, we will be ready to help.
Our team is here for you 24/7/365 – with a ‘direct-to-engineer’ service, you will get straight through to an expert to resolve your issue. You can set your priority level on tickets – if needed, receiving a guaranteed response in under 20 minutes, any time of day.
We strive to provide the best possible service for your business. Our focus is on bespoke solutions, optimised exactly to the unique needs of your business – this brings improved performance and cost savings, as opposed to imperfect, ready-made options. We’re here to talk through and understand your business needs, so that our experts can build the most effective solution for you.
What do our customers say?
For Queen Victoria Hospital (QVH), a specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation service, 24/7 support is essential.
Nasir Rafiq, IT Manager at QVH, said “The quality of support provided by Hyve has always been particularly impressive. I have dedicated account managers who I know and can call if I have questions or any problems. Their responsiveness – even outside of normal working hours – is of great benefit.”
“Hyve’s helpdesk system is very efficient,” added Rafiq. “Front line contacts are technical experts and understand us as a customer and the technology we are using. I deal with lots of technology suppliers from many different businesses and Hyve are consistently strong performers – they have a great ‘can do’ approach.
Our unique approach to customer support is further demonstrated in our Trustpilot reviews:
‘Any time that we have had cause to contact the support team (which is rare) we have been given swift, accurate and professional responses and, where required, assistance with getting to a resolution in good time.’
‘As Head of IT at an SME customer of Hyve, I’ve been impressed with the couple of dealings I’ve had with their managed hosting support team. Tickets have been picked up and owned by knowledgeable, technical staff, who are also friendly and keen to help, doing whatever they can to help, with quick turnarounds.’
Personalised support for your business
We are passionate about providing a tailor-made solution with the personalised support that is right for your requirements.
Whether you are choosing a web host for a new project, considering switching providers, or just wanting to learn more, Hyve can help.
If you’d like to speak to one of our cloud experts about how Hyve’s award-winning support could help your business, get in touch via our form today.
