Customer Service, Employee Engagement and People Development can NEVER be delivered by Smartphone.... and here's why...
I saw a show advertised that we all wanted to go and see and got so excited when I saw it was playing on my husband’s birthday. In a state of giddiness, I quickly ordered the tickets before he got home. Birthday sorted. Job done.
So I thought.
I was looking a few months later for a show to take my mother to, when I noticed that the date for the play was wrong. It wasn’t on my husband’s birthday. It was a month later. WHAT???? In my excitement, I’d obviously made a mistake. He couldn’t go on that night due to work commitments.
I searched the website for help but could find none. I emailed the ticket company and got quite a rude email back basically saying “Tough. The tickets are non-refundable” So, without much hope, I phoned them. Even with a bad line, the lovely Yetta not only transferred our tickets to another date, but she signed me up for membership (a win for them) AND got me some freebies for the evening (a win for me).
People are better than apps. An app can give information, but it can’t react and adapt. It can’t give customer service, provide care, engage or develop people. For that, you need a person. People rock!
To further illustrate this, I’m seeing a number of tweets coming out of Learning Technologies exhibition and conference that focus on apps and systems to improve employee engagement.
You will NEVER increase engagement via an app. You may be able to improve communication, but communication is just a part of engagement.
Like training and development – providing information is just part of the service. Apps can provide information about product, process and procedures, and this means trainers shouldn’t have to cover this in a classroom. But the interactive skills that most people need ought to be covered differently: face to face.