Customer Service Automation: Definition & Tips

What is Automated Customer Service? Examples, Pros and Cons Faster, smarter customer support software for eCommerce

automating customer service

It improves workflow and saves time for more complex, individual customer interactions. When implemented well, automated customer service allows businesses to help more customers at scale without drastically growing headcount. The speed and cost and time savings can be game-changers for your business… but only if you implement those solutions thoughtfully.

On top of that, you can improve the efficiency of your support team by automating several workflows. Assesses the number of tickets created and resolved; measures CSAT and resolution times to highlight your team’s work. More than 3,000 customers have trusted the WotNot customer service automation platform across industry verticals.

Automation for the sake of automation

In this case, you’ll likely want to be able to report on metrics like number of calls deflected, hold times, and so on. We transcribe calls, find opportunities for improvement, and have been effectively doubling the demos-to-calls ratio with better analytics and more sophisticated analytics,” says Scott, their Founder and CEO. This is another very simple, yet underused automation that doesn’t necessarily need fancy AI technology. As a result of the COVID-19 pandemic and employees working remotely, training teams turned to AI for simulations that assess employee ability to handle assorted situations. This takes the place of training that involves classroom, self-paced learning, and final assessment.

  • If the answer is yes, then it’s time for you to look at some automation tools for your customer service strategy.
  • An excellent customer service experience allows companies to get references and drive customer acquisitions.
  • Naturally, this means (and I probably should have warned you sooner) that I’m going to use Groove as my primary example.

Technology helps you ride the wave of growth, effortlessly adapting to handle surges in customer interactions while maintaining top-notch quality. By investing in these scalable tools, organizations can tame the beast of customer service demands. 49% of customers have encountered insufficient self-service options, leading to frustration and abandoned attempts. And many teams will feel frustrated if their time is wasted on cleaning up a trail of mistakes that technology leaves in its wake.

Cost savings benefit

Customer service automation can reduce human error occurrences in the most redundant aspects of support by accurately routing tickets and deflecting repetitive questions. There are many examples of customer service automation systems which include, chatbots, automating workflows, Interactive Voice Response (IVR), email automation, self-service widgets, and internal knowledge automating customer service wikis. Your chatbot can be directly connected to your knowledge base and pull answers instantly. It can also be trained to answer specific questions that people ask over time (artificial intelligence means the chatbot will keep learning the more it interacts with people). For example, chatbot software uses NLP to recognize variations of customer questions.

What you needed in that situation was an “escape hatch.” Therein lies the danger of poorly implemented automation. If your customers get blocked by a chatbot or get routed to the wrong team, they’ll be just as frustrated as they were when you yelled at that phone menu. But this time, the risk is even greater, since it’s so much easier to cancel, tell friends about your unhelpful support, or both. You have to make sure to strike the right balance to avoid having your personalization come across as creepy. It’s great when websites suggest support articles before you reach out to support and chatbots offer resources based on the page you’re viewing. But a chatbot using data enrichment tools to address a customer by name is probably not a good idea if this is their first visit to your site.

Collect customer feedback

It can also remind an agent of missed opportunities or relevant new facts. ML can also assist chatbots and other AI resources in applying results to a situation and supporting self-service problem-solving. One of the biggest advantages for customers, when they use automated customer service, is speed. Chatbots and other automated tools are highly scalable and capable of serving millions of people simultaneously. Customers don’t have to wait on hold indefinitely, they don’t have to wait in line, and they don’t find themselves watching their email for 48 hours to see a response. An AI virtual assistant relies on NLP & NLU to easily handle customer support queries in a proactive manner and help scale your enterprise support needs more efficiently.