10 Ways Customer Service Automation Works Today

automating customer service

Research suggests that an overwhelming 93 percent of customers are likely to continue business with a brand that offers great customer service. And one aspect that puts your customer service methods a step above the rest is automation. One of the key benefits of automated customer support is that it can help provide faster, more efficient support to their customers. For example, you don’t need to invest in separate help desk software, live chat or survey tool. With great options available in the market, you can go for a tool such as ProProfs Help Desk that comes loaded with all these powerful tools and features.

Depending on the company’s size, employees may have to deal with thousands of daily queries. Customer support automation can help customers answer their questions exactly when and where they need it. To create a thriving knowledge base, start by ensuring all your customer support information is centralized in one place. This can include FAQs and other helpful content, such as videos and tutorials. Spend some time updating the content, so customers receive the most accurate information.

Always offer a clear path to humans

Once you understand and have classified common customer problems, you can set-up automated ticket routing so queries are automatically sent to the correct agent or an automated email response is sent. The right AI tools are out there and are ready to provide support teams with the support they need to do better and help customers even more. The traditional way of customer support is to have humans helping humans, but hiring more headcount isn’t always the savviest way to scale support teams. As a company grows, new strategies and technologies must be implemented; AI allows teams to scale while maintaining quality.

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And why I cannot stress the value of prioritizing what we call “canned replies” instead of autoresponders. Every one of those frontend elements is then used to automate who inside the company receives the inquiry. Marking conversations with the terminology your team already uses adds clarity.

Supports customer feedback campaigns

Zoho Desk is an omnichannel customer service tool that offers workflow automation and ticketing tools for quick tracking and routing of tickets. The workflows are the highlight of the tool as they allow you to visualize processes and find bottlenecks. With automation features such as a self-service knowledge base and chatbots, your support team can handle more requests, complaints, as well as customer queries. You can even handle customers that come from different time zones and make sure reliable assistance is available round the clock. When customers submit their support tickets, if your agents manually distribute them among themselves, it will only lead to a wastage of time and unnecessary confusion.

It’s predicted that by 2020, 80% of enterprises will rely on chatbot technology to help them scale their customer service departments while keeping costs down. Lastly, while an effective knowledge base allows you to stay two steps ahead of your customers, there will be times where your knowledge base doesn’t cut it. We already know that providing quality customer service is vital to success.

This helps your customer service agents offer the most relevant, accurate information possible without forcing them to switch tabs and copy/paste the customer’s information. To automate the request process for returns and exchanges, you can use a tool like Gorgias. Gorgias Order Management Flows let customers request a return, request a cancellation, or report an issue with their order in an easy, structured way. They don’t have to type out a message — just log in and make a few clicks. This not only frees up your customer service reps’ time to do what they do best (helping people) but will help your company as it scales its operation. By streamlining your approach to customer service, you’ll be able to grow your company while building loyalty amongst your customers.

Customers use various channels to communicate with businesses, including email, social media, phone, and chat. Your customer service software should support multiple channels to provide a seamless and consistent experience across all these channels. Additionally, ensure your customer service team is trained to provide personalized support when needed, so customers don’t feel like they’re interacting with a robot. Start by identifying the most repetitive and time-consuming tasks that can be automated, such as handling common inquiries, directing customers to the right resources, or processing routine requests. Automation reduces costs by cutting down human intervention to a large extent.

automating customer service

When it comes to delightful customer service, speed is of utmost importance. No matter what you sell, customers demand faster responses when something goes wrong, and they need your help. In order to avoid the pitfalls detailed in the previous section, here are some best practices to help your business pull off its customer service automation. Most people have interacted with it before when calling their bank or an airline, and it can deflect many questions and save time for both customers and staff. This way, supervisors don’t have to personally coach every call, but agents can still get the information they need to help customers and learn how to talk about challenging topics.

Build canned responses and set up autoresponders

As a result, many companies use customer service automation to improve their internal and external processes, enabling better customer service, productivity, and efficiency. Automated customer support means using technology to provide fast and efficient assistance with customers’ inquiries or problems. This technology can range from simple chatbots that questions; to more advanced artificial intelligence (AI) systems that can understand natural language and provide personalized support.

  • It saves your customer service agents plenty of time by suggesting help center articles based on customer requests.
  • With targeted messages, you can react to the customer’s behavior, without waiting for them to take the initiative and start a chat.
  • Even if a human isn’t immediately available, at least give customers a way to submit a message that your agents answer via email once they’re available.
  • Customer support automation helps to streamline customer service processes, improve customer satisfaction, and increase customer loyalty.

If businesses want to truly unlock the power of these solutions and supercharge their impact, they need to check that it’s actually working. The thing is, automated systems may only sometimes give accurate or detailed answers to tricky customer questions, leaving folks feeling like they need to be in touch with the customer service team. If you automate your team’s customer service duties, you’ll save time on redundant tasks that can be dedicated to clients who need deeper assistance. They also improve accuracy and allow your team to offer a great customer experience that keeps clients loyal to your brand. Even though AI customer service tools such as chatbots and IVR can answer many clients’ questions, these are primarily simple ones.

Elevating Customer Interactions

Also, at the end of the day, you can avoid a possible nag message or customer complaint. To be honest, a customer complaint is a sensitive situation, and I don’t recommend automation in this case at all. They can spend more time engaging with people, focusing on personal development, or trying new projects. Finally, agents can approach work more calmly, having a chance to plan it with care.

You can also ask your service agents, and/or check in the archives of your customer service software, if your team often deals with similar customer queries. Customer service automation is all about using technology to understand a customer’s needs and provide appropriate solutions with minimal or no human involvement. Customer service automation allows companies to handle service requests at scale, which saves both time and effort for support teams and customers alike.

Conversational AI uses natural language processing (NLP) and other related technologies to enable computers to engage in conversations with humans in a human-like manner. Using conversational AI allows people to interact with computer systems using voice or text inputs and means that they receive relevant, contextually appropriate responses. Keep reading to discover how to support automation can drastically improve the customer experience, plus much more. The company created a Care Navigator role, where workers based out of call centers perform chronic care management through SightCall sessions launched with the click of a button in the patient file. There will also be times that concerned customers want a voice-to-voice interaction where a diagnosis or solution is explained to them.

For instance, you have to create responses for chatbots and set up internal workflows. As a result, your customer service automation will only be as strong as your initial setup. For example, if a customer has a serious issue or complaint, such as billing problems, they want to talk to a real human. In addition, self-service options, such as knowledge bases, may not be comprehensive enough to cover every customer service problem.


Automation empowers you to scale your customer service and provide customers with the answers they need, when they need them. But it’s only one piece of the puzzle for delivering fast, personal support to your customers at the scale your business needs. B2C companies can get their ROAR up to 10-20%, since many of their questions are far more transactional in nature and thus are more easily resolved by automation. We’ve seen customers for whom Resolution Bot resolves 33% of the queries it gets involved in and improves customer response time by 44%.

Idiomatic can help you identify your customer feedback and support ticket specifics to recommend which customer problems are ideal candidates for automation. A customer service agent automatically receives a copy of all customer information so they can quickly review it before talking directly to the customer about their query. This helps the agent be better informed about the customer and their needs. After filling in the chatbot questions, they are connected with a live agent, who will receive a copy of their chatbot conversation and can pick up the conversation immediately. Forethought’s platform takes customers through the entire support process and is there to help them along the way. You can route customer cases to qualified individuals on your team, speeding up the process of resolving tickets.

WotNot’s customer support automation platform helps you with automating your customer service to improve customer engagement through conversational marketing. The following five examples explore how an automated customer service software solution can help you deliver personal customer support by removing redundancy, clutter, and complexity. When you have true top-to-bottom automation across the entire customer journey, you’ll be collecting data and insights that can help every team, at every step. Automation tools can be a real boon for customer support agents, for instance, since they can help surface real-time prompts and customer-specific insight during each call or chat.

automating customer service

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