People Over Profits: The Importance of Human-Centric Customer Service

In today's digital age, online marketplaces have revolutionized the way consumers shop. Platforms like eBay, Amazon, and Catch have become household names, offering a vast array of products that can be conveniently delivered to your doorstep with just a few clicks. The process seems seamless: search, add to cart, checkout, and wait for your items to arrive. But amid this convenience, there's a vital aspect that often gets overlooked—customer service.

Have you ever found yourself frustrated trying to reach someone from a marketplace's support team? It's not uncommon to navigate through endless pages or fill out forms, only to be met with long wait times and impersonal interactions. Even then, customer support agents tend to shorten interactions due to a company's strict Key Performance Indicators (KPIs). Despite advancements in technology, the human touch remains paramount in customer service.

Statistics reveal the significance of human interaction in customer service. According to PwC, 75% of consumers still prefer to interact with a real person, even with the rise of automated solutions. Additionally, one-third of consumers consider problem resolution in a single interaction as the most critical aspect of good customer service experiences (Statista).

At OME Outsourcing, we understand the importance of putting people first. We believe that building a world-class support team is essential for businesses to thrive. As Kristin Smoby (Author of Being Human is Good Business) aptly puts it, "It's time to consider an entirely different approach: building human-centric customer service through great people and clever technology."

In our experience operating MedCart, a medical marketplace known for its exceptional customer support, we've witnessed firsthand the impact of human-centric service. Over 22% percentage of our sales are generated over the phone, particularly from elderly customers, NDIS participants, bulk orders, and abandoned carts. By prioritizing personalized interactions and empathetic support, we've fostered trust and loyalty among our customers.

So, why should businesses prioritize people over profits? Because at the heart of every transaction is a human being with unique needs, concerns, and emotions. By investing in human-centric customer service, businesses can differentiate themselves, drive customer satisfaction, and ultimately, foster long-term success that ultimately leads to profit.

At OME Outsourcing, we specialize in providing human-centric customer support tailored to your business needs. Let us help you build meaningful connections with your customers and elevate your brand experience. Get in touch with us today to learn how we can support your business journey.