Why Human Support Still Matters: A Day in the Life of a Customer Care Agent

In the world of automation and AI, there is one aspect of business that neither can replicate: human emotional intelligence. Of course, automated chatbots are extremely polite, always available, provide rational responses, and claim to understand customers’ frustrations. But do they realise the implications for a business?

When stakeholders express concerns after investing in a product or solution, receiving a hard-coded black–and–white response often isn’t enough to resolve queries and build a relationship and trust. Trust is the key factor in creating and sustaining a successful partnership. To build it, authenticity, empathy, and humanity are essential.

Multiple industries have Customer Success Agents in place to enhance client relationships, and in the case of IT, it’s a pillar role in customer success.

My name is Alice. I am a customer care agent at Bluestonex and in this article, we will uncover a day in the life of support agents and how personalised customer care benefits businesses in a way no chatbot or AI can.

Laying the Foundations

My role starts at the beginning of our projects, before the product is even built. Through initial workshops, carried out in English, we scope the customer’s pain points, objectives, and expectations. The advanced nature of our workshops allows us to gain a deeper understanding of the client’s needs on a human level. The structure of our discovery workshops has proven to enhance the delivery of our products and solutions.

Being bilingual, I translate the workshops for French participants to ensure all team members can equally challenge ideas and ask questions. But it goes beyond language. Speaking the client’s native tongue allows for a deeper understanding of their culture and communication style. Nuances such as tone and indirect feedback can easily be missed without cultural awareness.

Within my role, I am both a translator and a cultural bridge, helping the client feel at ease and confident in the partnership, all of which are crucial to long-term project success.

Preparing for Success

I work closely with our technical team and clients to ensure smooth user onboarding and critical documentation. Missteps here cause costly delays later, so regular check-in calls are always in place. They also allow me to identify any concerns the client may have.

A recent survey on why most UK software buyers regret their purchase outlines: “30% of regretful buyers said that the technology was overly complex, and the same percentage cited difficulty with training or onboarding users.” (TechRepublic, 2025).

When clients show signs of uncertainty regarding a solution, an email often falls short. Written communication can be easily misinterpreted, however, it provides no opportunity to observe non-verbal cues such as hesitation or frustration – signals that a Customer Success agent would pick up on in a live conversation. This absence of real-time, empathetic interaction can create misunderstandings, delay resolution, and ultimately weaken the trust between the client and vendor.

My role bridges this gap by offering responsive, human support that strengthens relationships and ensures clients feel heard and valued throughout the partnership. 

On Site and Call

The Go-Live stage of a product is critical. It’s the first time the solution is being used in the client’s real business environment. Either on-site or remotely, I escalate issues and ensure that we and the client have a mutual understanding of the situation. Clear communication is key in providing real-time updates and effective resolutions.

While a ChatBot could technically manage issue and logging or deliver scripted troubleshooting steps, it cannot reassure a nervous project lead or maintain their confidence during high-pressure moments. A human agent can demonstrate empathy and adapt their tone and communication style to suit the situation, all while moving swiftly toward a solution.

In comparison to a chatbot that deals with the current issue at hand, I have historical context. This is a timeline of critical information I have acquired from every interaction made and previous challenges that emerged. This knowledge allows me to personalise my support, knowing exactly what to focus on to maintain client satisfaction. 

Bots follow workflows; I build relationships. In high-stakes scenarios like Go Live, trust and reassurance are just as important as technical support – and that’s where human Customer Success agents truly prove their value.

Hypercare Support

Once the system is live, I keep track of all reported issues, making sure updates are timely and align with client expectations. If patterns emerge, I initiate weekly meetings and connect the client with the right experts to walk through root causes and long-term mitigation plans. This level of human-led support fosters transparency, and transparency builds credibility.

No auto-response can replace the reassurance that comes from speaking directly with someone who understands the full context. Especially in high-pressure periods like Hypercare, trust isn’t built by automation, it’s built through consistent, reliable human interaction.

Beyond the Launch

Once the solution is fully adopted and integrated into the client’s day-to-day operations, I continue managing issues according to severity levels and ensuring they’re resolved within SLA targets. But more importantly, this is the perfect time to shift focus from support to strategy. I actively seek feedback from end users and project leads to open conversations. What’s working well? What could be better? These insights often lead to meaningful product enhancements that deliver long-term value.

While a bot might collect satisfaction scores, only a human can interpret the nuance behind a client’s tone and translate feedback into opportunities for growth.

Learn how we supported our clients, Brakes UK during their Maextro implementation, and Watches of Switzerland on their BTP optimisation journey.

Conclusion

Automation is a great tool, but relationships can’t be automated. B2B projects are complex, emotionally charged, and sometimes multilingual. A chatbot or AI can triage a ticket, but it can’t read a room, de-escalate a frustrated client, or translate stakeholder insights into better outcomes.

By having a dedicated Customer Service Agent, clients gain more than just a point of contact. They gain a partner who understands their business, adapts to their communication style, and walks with them every step of the way.