“You’re more likely to get useful responses when you make a human connection. Think about how much more often you go to coffee shops, stores, or restaurants when you get just the right amount of human attention. People notice when companies put a real human face on their communication without overstepping.”— Don’t Automate Talking To Your Customers (Daniel Zarick)
Don’t automate until you absolutely have to. It’s one thing to self-serve through a support portal. But if a customer needs to speak with someone, let them.