Some uncertain market conditions are upon us, we’re still living with the residual effects of the Covid-19 pandemic and strong opinions about workplaces and work culture and the return to office rumors are looming everywhere. People are exhausted, afraid and nervous about the future. For some this has resulted in poor business practices. Primarily concerned with their quarterly bottom line, companies are cutting corners and skimping on client support.
Post-Covid Client Service
According to NBC, 78% of consumers have contacted a company multiple times to address a single concern.
People are fatigued with businesses using Covid as an excuse for low-level performance. In a post-pandemic world, people have higher standards than ever before. They expect more from brands, especially when it comes to client service. They desire support on their time and expect companies to anticipate their needs. To keep pace with demand, companies are turning to self-service.
The Rise In AI
We’re seeing an increase in customer engagement via artificial intelligence (AI) systems. Much of the personalized, human touch has been eliminated from customer service with the rise of chatbots via messaging, text, or even speech. By 2024, consumer retail spend via chatbots worldwide will reach $142 billion—up from just $2.8 billion in 2019, according to Juniper Research.
This focus on improved client service by enhancing AI may not work across all industries. Clients want to partner with companies who treat them like humans and understand their core values and principles. 50% of consumers say the pandemic caused them to rethink their purpose and priorities according to Accenture. This applies not only to the companies where they spend their money, but where they make their money as well.
The Great Resignation
Poor service is leaving people feeling frustrated, hopeless and uninspired, particularly when it comes to work. The Great Resignation reflects how people are placing a great emphasis on a positive employee experience and are willing to make major life changes when they don’t get it.
When job seekers post on LinkedIn and work with some recruiters, they get listings spam emails, and keyword-based pitches that are not in-line with their experience or what they are looking to do next. Sometimes just to fill a position, recruiters will misplace applicants…essentially putting a square peg in a round hole. This leaves applicants feeling like they are not being heard and are partnering with someone who just wants to get the hire. It wastes the time of the candidate, company, and everyone involved in a stressful situation of hiring or looking for their next job. This doesn’t have to be the standard.
The Averity Team – Keeping it Personal
Averity is a people first organization. Our goal is to work with candidates to help them build a career, not just take a job. We take the time to understand their vision, skills, abilities and desired compensation at the beginning of the search. Throughout the interviewing process, we keep the lines of communication open and transparent. Time is valuable and we want to make sure efforts are well placed and no hours are wasted on a fruitless pursuit.
The Averity culture is one based on service…not algorithms. Humans need to speak to other humans to gather genuine feedback and evaluate interest. A friendly tone and a face-with-a-name makes a remarkable difference when creating a connection with applicants and companies alike.
An established rapport is a contributing factor throughout the offer process. As the intermediary between candidates and companies, an authentic relationship can make a significant difference in the subtle nuances of a successful negotiation.
“Something that is extremely important to everyone at Averity is to understand the people we interact with as human beings as well as their tech skills,” said Alex Dubovoy Executive Vice President. “We take the time to understand what’s important to them (and that is different for everyone) and work together to match those key factors when we discuss their next career move. Changing jobs is stressful enough. We are dedicated to making things as stress-free as possible. That is a core value for the Averity Team”
Collaboration is at the core of everything we do. Our team is diverse, supportive and respectful of each other and everyone we work with. By joining efforts we can see different perspectives, which leads to a premium experience for both our organization and our clients. People hire people, and relationships are much more important than transactions.