Receiving the same customer queries like “Unable to login”, “How to change my account settings”, the bombardment of plenty of emails, tickets, phone calls and chat conversations can be tedious. These manual tasks can be time-consuming and would decrease the efficiency of teams working on them.
This is where customer service automation comes into play as it is the process of automatically carrying out customer service tasks, from handling connectivity issues to sending follow-ups to customers. Customer service automation aims to decrease the human efforts in the monotonous tasks which can be used in other important tasks.
How can it be achieved?
Customer service automation can be achieved using AI tools and technologies, including chatbots, text analysis, knowledge base, canned responses, customer self-service portal, workflow automation, IVR facial recognition and others. Modern CRM and helpdesk software are equipped with the mentioned technologies.
Why is Automated Customer Service so Important?
Chatbots and AI-powered Customer Service Automation CRM and helpdesk software can automate essential parts of customer service functionality. When certain processes are automated customer service organization becomes more efficient and the experience of both agents and customers more pleasant.
Some useful statistics to be noted:
Accenture says that 61% of customers stopped doing business with at least one company in 2017 because of poor customer experience.
It’s estimated that by 2020, 85% of customer service interactions will be automated.
77% of consumers report having used a self-service support portal.
Benefits of Customer Service Automation
Customer service automation helps you respond to customers faster and resolve issues more effectively. Here are some of the ways customer service automation benefits your business.
Automates workflow:
It allows you to set up specific workflows and processes well in advance. It helps you to put in best practices which expedite your team’s work.
A chatbot is one of the finest technology used to automate customer queries by taking an appropriate course of action. Customers need not wait in queues to get answers to their questions.
Live Chat technology enables you to loop through human agents if the issues are not resolved.
Automated customer service brings consistency in the workflow.
Automated ticket routing:
A ticket management system helps in automated ticket labelling and routing.
It starts working right from receiving tickets from different channels such as SMS, Facebook, calls, chats etc. to classifying the tickets based on the priority to routing them to their respective departments.
It takes off the burden of manually segregating the tickets and labelling them to send to different departments.
Leaves no room for human error:
Customer service automation removes or minimizes the possible human errors thus saves your time and effort.
An ideal Customer service automation CRM consists of all the significant data that helps customers get their answers without any mistake.
Customers need not wait:
When we talk about traditional customer service, the most common scene is customers waiting in the queues for their queries to be addressed. But when it comes to customer service automation, the wait time is minimized by using AI technologies like chatbots.
Enhances customer retention:
Imagine a customer able to get the most out of your products and services, isn’t it a happy thing to think of? Yes, a customer can get access to most of the functionality of a Customer Automated CRM that gives a pleasant experience to the customer and makes him stick back to your business. When customer satisfaction levels are increased customers are retained.
Allows human agents to utilize their time
It is often seen that agents keep responding to the repetitive queries of customers. But when your customers have a chatbot to respond to queries then they are saving their precious time and can invest this time in something at priority. It adds up to hours and days saved in a year.
Need not hire more employees
When your business has limited funds or small office space then hiring more number of employees is not always profitable. But having a live customer support help desk software can be quite affordable.
Conclusion
Customer service automation enables you to offer faster and better support at the same customer acquisition cost. Today when anyone thinks of a problem, they think of finding it on google at the very beginning. Today's customers are just like that, if they have an issue with your business they would like to find an answer on your CRM only then it can be using FAQs or chatbots. Well, this can be achieved by getting your business automated using customer service automation.
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