When companies talk about innovation, they often point to AI, automation, or product design. But the single most important step a business can take isn’t about technology or branding—it’s about people. Specifically, it’s about paying customer service teams more.
Customer service is the front line of any company. These are the people who absorb frustration, solve problems, and keep customers loyal. A product can be brilliant, but if customers feel ignored or mistreated, they’ll leave. Service is the human face of trust.
Yet, customer service roles are consistently underpaid, high stress, and high turnover. That’s not a recipe for loyalty—either from employees or customers. When workers aren’t valued, it shows. Calls are rushed, empathy feels hollow, and customers sense they’re just another number in the queue.
Some leaders believe AI will step in to fill the gaps. It won’t. AI can answer simple questions and speed up transactions, but it can’t replace the patience, nuance, and empathy of a skilled human being. When a customer’s issue is complex—or when emotions run high—they need more than a chatbot. They need someone who listens, cares, and takes responsibility.
Paying service workers more is not charity. It’s strategy. Higher pay means attracting and retaining better talent, reducing turnover costs, and improving customer experiences. The math is simple: happier, more experienced employees deliver better service, which builds stronger loyalty, which drives growth.
Companies spend millions on advertising to acquire new customers while neglecting the people who keep existing ones. Shifting even a fraction of that investment into fairer pay for customer service could yield far greater returns.
AI is a tool. Products evolve. But people—the ones on the phone, on chat, or across the counter—are what truly shape a customer’s perception of a brand. Want to future-proof your business? Start by paying them more.
