I've been in the graphics and website game since Photoshop Version 1—back when spinning GIF logos were all the rage on business web pages. We were transferring files to printers over ISDN lines, and there were no image stock libraries like we have today. We’d order physical image catalogues, choose the shots we wanted, wait for the negatives, send them off to be drum scanned, and eventually receive the files back—on a Syquest disk, no less.
The world’s changed a lot since those exciting (and slightly chaotic) days. Now, we can't imagine life without the internet or being more than an arm’s length away from our phones. We no longer search for content—content finds us, powered by slick algorithms and the collective habits of our friends. Even a random chat with a mate can result in eerily relevant ads showing up in your feed, even if the platforms deny they are listening to you.
But one thing that hasn't changed? Expectations around good customer experience!
We might laugh off a dodgy Temu gadget with a “you get what you pay for” shrug, but when it comes to service, we still expect A1, gold-standard communication. We dislike offshore call centres. We want real-time tracking, the ability to speak to someone who gets it, and a support system that doesn’t leave us wondering whether we’re talking to a human or a hyper-intelligent chatbot.
This is where good, old-fashioned customer service still wins. As AI support tools get more sophisticated (and they are good!), People will still naturally gravitate towards people. We’re funny like that—brilliant at building connections, even if we do occasionally butt heads.
At BCN, we’ve invested heavily in real human support. Call us, and you'll get someone on the phone in five rings or less—no long-winded ticketing system, no scripts. Just a knowledgeable team member who solves your issue then and there and wishes you a good day.
It’s labour-intensive, especially when you’re servicing clients in 20+ countries. It requires careful scheduling, exceptional people, and ongoing communication. But we believe it’s essential, especially when you're in the tech industry. In a world of automation, real customer service is becoming a rare commodity—and that’s exactly why it matters more than ever.
At BCN, we don’t see human support as a cost—we see it as an investment in trust, loyalty, and long-term partnerships. Because no matter how advanced tech gets, people will always value people.
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