CX, like online dating, is part art and part science. Let me explain.

While dating app algorithms follow rules, humans are empathetic and dynamic.  

It’s the same as the relationship between automation and CX teams. They work hand in hand to drive customer support to best serve customers — even in an environment as fluid as online dating.

These subjects and more are what I chatted with Liz Tsai on October 18th, 2023, during her most recent HiOperator #PLaiNSpeak episode!

The important lesson I spoke about is that when CS teams can automate the most repetitive questions they receive, they have more time to leverage agents’ EQ capacity to go above and beyond.

We also discussed dealing with sensitive information, anecdotes from CS in the dating space, and great ways to leverage CX technology.

I shared my most touching moment while at Feeld — watch the video to find out!