August 19, 2025

From Customer Frustration to Customer Satisfaction Featuring Mark Rohan

28 minutes

AI, IVR, and the Human Touch in Contact Centers

Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

Why do many customers still prefer voice support over digital self-service or AI solutions?

What percentage of customers are likely to leave a company after a negative experience with automated phone systems?

How can companies use technology to detect and resolve customer service issues in real time?

Why is it important for companies to offer both digital and human support options?

What role does artificial intelligence play in modern customer support?

Top Takeaways:  

The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.

Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.

No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.

Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.

Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.

Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.

Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!

Quote: 

"Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can."

About:  

Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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By Shep Hyken & C-Suite Radio

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