02 Nov Customer Service Automation: Full Guide Benefits & Features

Automated Customer Service Advantages and Examples

Customer service automation is the process of minimizing human involvement in handling customer inquiries and requests. It simplifies customer-company interactions and allows customers to create a personalized experience for themselves using automated technologies. There are many ways to automate customer service, which we’ll cover next. Intercom is one of the best helpdesk automation tools for large businesses. This customer service automation platform lets you add rules to your funnel and automatically sort visitors into categories to make your lead nurturing process more effective in the long run.

With it, businesses can save up to 40% on service expenses compared to having live representatives. Once you collect some of the common customer service questions with your live chat tool, you can start setting up your bots. This way, the bot will recognize different ways of asking questions and respond to them appropriately. 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.

How our infrastructure scales alongside our customers

The ability to analyze customer data in depth allows businesses to uncover insights that can drive strategy at every level. Additionally, CRM tools can automate routine service tasks, allowing teams to focus on more complex issues and deliver superior service. With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%.

You can automate your CRM to send them an email a month or two after not visiting your ecommerce. Proactive customer service can go a long way and win you back an otherwise lost client. That’s not very surprising considering that waiting in a queue wastes the customer’s time.

Customer Service vs. Technical Support — What They Are & How They Differ

Customer service staff speed up or facilitate the solution by sending the customer to the right article in the knowledge base. The fears among staff that they will be laid off or displaced by AI are real, and you want to address this in your planning. The platform through which you communicate with customers, regardless of channel, should already offer many ways to automate tasks.

The biggest potential disadvantage of using automated customer service is losing the personal touch that human interaction can provide. While automated customer service technology is improving yearly, it isn’t always a replacement for someone looking for a real human conversation. Imagine a simple reboot of your product is usually all that’s needed to fix a common problem. If just advantages of automated customer service one customer calls about this issue per day, your support team can handle that. But if hundreds of customers call in every day, your entire support team will get bogged down explaining something that AI-powered customer service could address in seconds. In addition to answering customer questions, automated customer service tools can proactively engage with your customers.

In this way the reps can head straight to urgent tickets without spending time on decision-making and priority checks on which tickets need to be processed first. Automation has literally transformed the way customer service is delivered and experienced. In fact, more than 85% of customer service interactions are powered by AI bots which shows how automation ensures value to everyone, whether customers or agents. On top of that, automated support can be the way forward to delight customers and boost profits. Customer service automation refers to any area of your customer service workflow where you introduce automated tools and systems designed to make things easier for your customers and your agents. You can implement them across the channels your customers use to interact with you so that they are in place where customers’ most frequent touchpoints occur and improve the customer experience.