Automation is the new buzz word in self storage and clever automation can save you money and improve the customer experience, but sometimes a human touch is better than a machine. Join Gavin and his guests as they discuss the delicate balance of implanting automation without loosing the human touch and emotional engagement with your potential customers. Using case studies and real-world examples they will cover:
- How to decide which parts of the customer journey to automate and which need a human touch;
- Examples of automation tools (online booking, access control, sales workflow, e.g. price reveal emails) that improve efficiency without reducing service quality;
- Ways to personalise communication through automated systems (e.g. CRM, email flows, customer preferences);
- Maintaining trust and customer satisfaction when face-to-face interaction is reduced;
- Training staff to focus on high-value personal interactions instead of routine tasks;
- Common pitfalls: where automation can go too far or feel impersonal;
- How automation can actually enhance personalisation through better data insights; and
- Future outlook: where tech is heading and how to stay human-focused as automation evolves
Complimentary for SSA UK & FEDESSA Members and Subscribers only.
