The customer support process has never been easy! Take yourself ten years back. Then, the source of communication was only email and calls. To reach out to the brands, you have to manually search their contact information on their website. And if you plan to write them, you have to wait for at least a week for their response. But at present, technological innovations and coronavirus have changed everything. You have the cloud to store, access, and retrieve files from anywhere. You have automation to eradicate human errors. You get high availability, speed, scalability, and security with it. Imagine the evolution it has done to communication. It has promoted remote and hybrid working across the globe. A new possibility that has transformed communication between a brand and customer.
Businesses should know that 86% of shoppers are ready to pay more for a better customer experience (CX). It attracts new customers and leads to better customer retention.
Now, automation is changing the customer experience of every business. It has become the gamechanger in delivering smooth and personalized support.
Automation eliminates human involvement in the customer support process. Customer inquiries resolve issues with self-service resources, proactive messaging, or simulated chat conversations. Earlier, a team of customer service agents fixes customer issues only through calls. They managed through inbound phone calls, emails, and other channels. Thus, leading to the requirement for more and more support staff.
Automated support systems allow businesses to be available 24*7, 365 days a year. The cost-effective factor is more than human customer support representatives. Utilize automation to assist customers in simple and repetitive tasks while directing tickets to the appropriate departments.
This in turn frees up the representatives’ time. And permits them to devote more to customers who genuinely need human support.
Automated chatbots and call forwarding are widely in practice for direct and efficient communication. Customers’ interests are turning towards self-service, which reduces the burden on customer service personnel. Automation enables customer service representatives to prioritize the queries based on urgency and severity. Phone calls are important, but now, customers have choices, preferring chatbots over calls.
Customer service automation is directly related to costs. We know the cost of LIVE representatives to engage with customers is more than automated communication technologies.
According to McKinsey, businesses using technology like automation can save up to 40% on service costs when revamping CX. It is not only about labor costs; your business with automation increases the lifetime value of customers.
Customers receive answers and gain value in a short span of time. An agent can solve more complicated problems when simple FAQ calls are diverted from calling. Pressuring them to achieve short call time will only promote toxicity and frustrates customers. Customers can get answers at once: thus, allowing agents to focus on other works. This approach makes customers and agents happy.
Automated customer service extends availability to customers. Humans limit the 24*7 customer support in the organization. Meanwhile, automation enables interaction without interruption. Self-service and intelligent chatbots allow online assistance without human involvement while connecting with prospects and potential leads instantly. You will never miss any lead and opportunity with automated customer service.
Bouncing customers from one support agent to another will only infuriate them, regardless of how friendly the support team is. Agents hold the responsibility to resolve customer inquiries as fast and efficiently as possible. Automating customer service reduces human error and is considered one of the best ways to improve service speed. Moreover, your business gets an in-depth analysis of every call, which helps in the future.
The goal of every customer interaction is to achieve an outcome that satisfies everyone. Happy customers mean loyal customers. Also, customers are ready to pay more for brands they believe in. Automated customer support prevents problems from being pushed to the back burner, especially in troubleshooting common and simple customer issues. The automated chatbots and self-service channels (knowledge base) empower customers to troubleshoot easy problems and simple questions.
Companies analyze customer behavior and keep adding high-volume and simple tasks to the chatbots, FAQs, and self-service channels. You can use automation for these tasks:-
Automation transforms customer relations and the efficiency of internal teams. Customers’ support channel preferences keep on changing while increasing the need for instant resolution. Intelligent customer support plays an integral role in improving customer experience while ensuring customers remain loyal to your brand.
Interested in automating your customer service, then unlock its power and contact us today.