Is your efficiency killing your customer loyalty?
We’ve all been there. You have a problem, you open a chat window, and you spend 20 minutes proving to a bot that you aren’t a robot, only to be told it can’t help you.
In the race to automate everything, we’ve accidentally created a massive barrier between us and our customers.
Here’s the hard truth: you don’t have to be “extraordinary” at customer service to win anymore. You just have to be good.
Being good in 2026 means:
1. A human answers the phone (or the chat) when the logic tree fails.
2. The person on the other end has the authority to actually solve the problem.
3. Efficiency is measured by resolution, not just speed.
The EOS perspective for those of us running on EOS, customer service is one of your core processes. If your process is 100% automated, you’ve removed the LMA (leading, managing, and accountability) from the human experience.
Your documented process should ensure consistency, but it should never override the core value of helping the person who pays your bills.
If you want to set yourself apart from the competition this year, don’t look for a new AI plugin. Look for a way to let your customers talk to a human being.
Efficiency is great. Effectiveness is better.
