The use of AI vs. human support in CRM implementations has been a topic of discussion, with a recent survey shedding light on the preferences of businesses. According to a study conducted by CRM solution provider Workbooks, participants expressed a strong inclination towards human support over AI-powered solutions.
Despite the efficiency and cost-effectiveness that AI-powered support may offer, it appears to fall short of meeting the nuanced needs of businesses in search of personalized assistance. The survey revealed that direct access to a human support team during and after CRM system deployment was considered the most important type of support, receiving an average rating of 8.4 out of 10. On the other hand, access to an AI-powered support bot was rated the least important, with an average score of only 4.3 out of 10.
These findings suggest a growing disillusionment with the increasingly AI-driven solutions used in CRM deployments. While AI plays a role in streamlining certain aspects of CRM, the survey highlights the enduring value of the human element in implementing and supporting this critical software.
Dan Roche, the Chief Marketing Officer at Workbooks, emphasized the importance of human support in navigating the complexities and nuances of CRM implementations. Businesses have unique requirements that often require a level of flexibility and expertise that AI bots may struggle to provide. Direct human interaction fosters open communication, enabling businesses to voice concerns and receive personalized solutions throughout the deployment process.
In conclusion, the study underscores the significance of the relationship between users and vendors in CRM success. By offering direct support and not outsourcing implementation or support to third parties, Workbooks ensures a seamless deployment process that delivers expected outcomes for customers promptly and within budget.
