Automation is resorted to in today’s days to do what a human cannot when it comes to providing customer support, for instance – keeping track of the customers interactions with the brand via the website and instantly providing customers with a notification or a touch point to get in touch with a representative to assist with a sale.
This might be the strength of the use of automation it should not be regarded as a substitute to actual human interaction. For Example – an automated customer service system works best when there is a constant inflow of communication from the client, this is especially used by organizations in telecom, internet service providers etc so that the issue or question can be filtered down and sent to a department to rectify. The system will run efficiently until the issue can be quantified and segmented which is not always the case. After a point the need for human intervention is required. So simply put automation can be a means of customer satisfaction but cannot be said to be the end of the process.
Regardless of the business here are two facts which emphases on the proper use of automation
So It All Comes Down To Using Of Automation In Customer Support – When And Where!
When your customer has spent considerable time looking for a solution in your knowledge base, and if customer keeps returning to a document it means he needs help – it could be his first time handling the situation and jumping in and offering him support via an email could actually help create a good impression.
It by no means is compulsory that the customer will for sure respond to your email at this but it should start building a bridge of trust with the customers. There was a study which concluded that when general problem solving emails were sent to the customer a response rate of 10 percent was found and further more in the long run it lead to a higher rate of retention.
Onboarding of a new customer can be smoother with automation – here’s how automation can help Introducing your customer to your organization. Once the customer starts adopting your system you could lend a helping hand by shooting a sting of emails to help him with the integration.
The email series could be done in the following sequence which could be automated:
An email series like this spread over the first month will help you introduce your customer to how your solution on service and ensures that they do not miss out your services.
Would you like add to the steps in this email series to make it more informative? Feel free to leave your recommendations in the comments below
Connecting the customer to the concerned department ASAP. If the customer is in a hurry an automation in place needs to help get in touch with the right department or the concerned person ASAP.
Take a look at this solution – Abhisi Helpdesk, not only does it help connect customers to the concerned department via their customer support widget it also comes with all-in-one customer support channel for monitoring incoming interactions from social media too.
Some important points to keep in mind if you wish to make automation work for you :
Your audience – if you have a young audience they will be inclined to the use of automation on the other hand an older audience would be more comfortable interacting directly via email or call.
It’s a tool and not a substitute – Automation will never replace the customer support executive it is a tool to empower him – here’s a solution you can consider – Abhisi
Monitor customer feedback – this is vital to know how well your system in place is meeting customer expectations and recognize which are the touch points that needs improvements. Need help with running an engaging and simple to manage customer survey which can be launched and monitored right from your dashboard – drop us an email we can help.
A few takeaways from of the use of automation and customer support :
There are a number of tools in the market today which offer a number of features to help you with the process of customer support – but none offer you the freedom to customize the solution to meet your and your customers requirement. But unlike the competition Abhisi creates a platform where your customer is the center and your support team has all the means and tools to stay more intimate with your customer.
Automation in this quick world of customer support is here to stay! The advances in technology, AI should make things better, faster and more efficient in the years to come.
What do you think about Automation and customer support? Do share this blog if you like our point of view, if you have another opinion on the topic let’s discuss it leave a comment below.