Customer Service Automation: How to Save Time and Delight Customers
For larger corporations, the focus is on scaling customer service resources to meet increasing demand. As a big company, your customer support tickets will multiply alongside your expanding customer base. When your team resumes work, a support representative contacts the customer, already aware of the basic troubleshooting steps taken.
Tying in your CRM with customer service tools is necessary to achieve that goal. Call center software, AI, and customer messaging platforms will enhance the customer experience. Automation allows your team to provide customer experiences that are on-brand for your company. For instance, if your brand uses a certain phrase, you can program a chatbot or auto-attendant to stay on-brand. Intelligent chatbots can collect contact information from leads without filling out any forms.
Add live chat to allow immediate engagement
As the solution may have several customer service options, need more time to resolve, and require urgent attention, it’s impossible to predict and automate everything. Clients are assisted even when your support reps are having a rest, which means fewer edgy complaints. When you implement support automation in your business, you have a 24-hour communication channel.
This allows human agents to save their time and energy on more complex queries. As you can guess, automation for customer service may have a serious aftermath. For instance, 57% of customers still prefer using a live chat when contacting a website’s support. To prevent customer churn, always offer an alternative to switch from virtual assistants to a human agent be it an email (write a certain agent or a department) or live chat conversation. Think of support automation as a driving force that can change the employee landscape. It reduces labor costs and frees support agents from repetitive or time-consuming tasks.
Unable to solve complex issues
Customer service automation refers to any system or process that allows customers to resolve problems without direct human interaction. Initially, it may seem counterintuitive to remove human involvement in problem-solving. However, advancements in software have significantly improved automated systems, eliminating the frustration of reaching out to an automated voice recording. While it is essential to retain the human touch, it is equally important to identify areas of your business that can benefit from customer service automation.
The software offers automation features like AI-powered responses, prewritten responses for FAQs, and templates to handle repetitive inquiries. Gorgias also has a customizable interface, allowing businesses to build workflows that automatically assign, tag, and close tickets. The “Workforce Optimization” tool maximizes your team’s potential by helping employees provide proactive customer service in their support cases. Automation and automated customer service system AI manage automatic actions that re-prioritize agents’ time away from menial tasks and increase the speed of responses. By leveraging these automated customer service features, you can transform your customer experience for the better while reducing your support costs. Additionally, you’ll need to give your support team a chance to test the automated customer service software, so you can proactively identify any areas of concern.
