Customer Service Automation: Put Everyday Support on Autopilot
Most aspects of our lives can be automated today, and customer service is no exception.
In fact, customer service automation is like a holy grail for business owners: it improves efficiency by reducing human involvement in resolving customer queries. This inevitably leads to greater customer satisfaction and greater business growth.
Customer service automation is becoming increasingly popular. However, only certain companies know how to use it to maximize its benefits. This article answers all your questions about automating customer service and achieving exceptional customer service.
What is Customer Service Automation?Automation leads people to talk about robots replacing humans. However, customer service automation is different. When used correctly, it helps people do their jobs more efficiently, without replacing them. Customer service automation means quality customer support with little human involvement. But that doesn't mean people don't have a say.
Customer service automation tackles mundane customer service tasks. It solves simple problems such as organizing store opening hours, communicating delivery costs or managing returns while your employees focus on more complex requests. Self-service resources, proactive messaging or simulated chat conversations enable automated customer service.
Companies traditionally resolve customer issues with a team of customer service representatives. Human support agents use inbound phone calls, emails, and other channels to manage customer interactions.
In situations where you're growing quickly and your customer service teams can't handle the influx of requests, customer service automation tools work best. It also saves you resources otherwise spent on massive hiring and management of support staff. Automation allows you to focus on quality rather than quantity.
Why is customer service automation so crucial for businesses?There are many reasons why customer service automation is a game-changer for businesses. Here are some of the most compelling.
Help meet customer needsAccording to the Netomi report, 47% of people expect fast and convenient support, while only a quarter (23%) expect personalized customer service. Automation tools make it easier to meet these expectations. Of course, the human factor remains crucial in the whole process, but for more complicated requests.
Facilitates communication and resolution of customer issuesThe same study shows that when contacting customer service, 61% of people had to repeat themselves to multiple agents at least once to resolve the issue. This is precisely the problem of the human factor in customer support.
Customer service agents handle many customer inquiries simultaneously. In the midst of all this, they might forget some customers, causing nervousness among them. These customers will contact you repeatedly to resolve their issues. Automation can prevent your agents from forgetting and dealing with common inquiries and addressing your customers' day-to-day concerns, giving them peace of mind.
No more unresponsive customer serviceWhen customer service agents handle many requests simultaneously. they take time to respond. Long wait times and queues can inconvenience customers.
Nearly 79% of shoppers would only complete their order if customer service was responsive. With customer service automation, you can address customer concerns in a timely manner and respond quickly. Set up a ticket system to prioritize requests, prompt customers about expected wait times, or have a bot respond to common concerns; voila, you're on your way to winning customers!
Increases salesGood customer service changes the buying behavior of 87% of customers and increases long-term revenue. Focusing on the quality of your support is essential. With customer service software, you make yourself more responsive and accessible. When a potential customer is deciding between you and a competitor, easy access and quick responses can be the deciding factor, resulting in more sales.
Makes customer service more proactive
Most aspects of our lives can be automated today, and customer service is no exception.
In fact, customer service automation is like a holy grail for business owners: it improves efficiency by reducing human involvement in resolving customer queries. This inevitably leads to greater customer satisfaction and greater business growth.
Customer service automation is becoming increasingly popular. However, only certain companies know how to use it to maximize its benefits. This article answers all your questions about automating customer service and achieving exceptional customer service.
What is Customer Service Automation?Automation leads people to talk about robots replacing humans. However, customer service automation is different. When used correctly, it helps people do their jobs more efficiently, without replacing them. Customer service automation means quality customer support with little human involvement. But that doesn't mean people don't have a say.
Customer service automation tackles mundane customer service tasks. It solves simple problems such as organizing store opening hours, communicating delivery costs or managing returns while your employees focus on more complex requests. Self-service resources, proactive messaging or simulated chat conversations enable automated customer service.
Companies traditionally resolve customer issues with a team of customer service representatives. Human support agents use inbound phone calls, emails, and other channels to manage customer interactions.
In situations where you're growing quickly and your customer service teams can't handle the influx of requests, customer service automation tools work best. It also saves you resources otherwise spent on massive hiring and management of support staff. Automation allows you to focus on quality rather than quantity.
Why is customer service automation so crucial for businesses?There are many reasons why customer service automation is a game-changer for businesses. Here are some of the most compelling.
Help meet customer needsAccording to the Netomi report, 47% of people expect fast and convenient support, while only a quarter (23%) expect personalized customer service. Automation tools make it easier to meet these expectations. Of course, the human factor remains crucial in the whole process, but for more complicated requests.
Facilitates communication and resolution of customer issuesThe same study shows that when contacting customer service, 61% of people had to repeat themselves to multiple agents at least once to resolve the issue. This is precisely the problem of the human factor in customer support.
Customer service agents handle many customer inquiries simultaneously. In the midst of all this, they might forget some customers, causing nervousness among them. These customers will contact you repeatedly to resolve their issues. Automation can prevent your agents from forgetting and dealing with common inquiries and addressing your customers' day-to-day concerns, giving them peace of mind.
No more unresponsive customer serviceWhen customer service agents handle many requests simultaneously. they take time to respond. Long wait times and queues can inconvenience customers.
Nearly 79% of shoppers would only complete their order if customer service was responsive. With customer service automation, you can address customer concerns in a timely manner and respond quickly. Set up a ticket system to prioritize requests, prompt customers about expected wait times, or have a bot respond to common concerns; voila, you're on your way to winning customers!
Increases salesGood customer service changes the buying behavior of 87% of customers and increases long-term revenue. Focusing on the quality of your support is essential. With customer service software, you make yourself more responsive and accessible. When a potential customer is deciding between you and a competitor, easy access and quick responses can be the deciding factor, resulting in more sales.
Makes customer service more proactive
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