With the advancement in technology, more and more businesses are using automation. According to McKinsey, 29% of customer service agent duties have the potential to be automated.
However, customers expect a good level of personalization from customer support agents. 78% of millennials expect customer support agents to already know their contact and product information. If not, you will likely lose the customer.
33% of customers who ended a business relationship last year did so because their interactions lacked personalization. But automating a few aspects of customer service can help you save time and money while ensuring a great customer experience.
In this article, we will discuss the best ways to automate customer support without degrading your services. Let’s dive in.
5 Best Ways To Automate Customer Support
1- Make it easy for customers to contact you
When a customer tries to contact you for support, you are already on the back foot as they are facing issues with your products or services. Therefore, the first thing you should do is make it easy for them to contact you.
One of the best ways is to install chatbots on your website. Chatbots make it easier for customers to get answers to their questions instantly. Besides, they are available 24*7, so your customers can get their queries solved anytime. When it comes to call centers, you can install auto-call back systems, just like Amazon.
Amazon has both “chat right now” and a “have us call you” option for customers, making it easy for customers to contact them.
2- Set up auto-reply emails
What happens when a customer emails your support team? Behind the scenes, your team might already have started looking into their issues, but how do they know if you have received their email?
This is where auto-reply emails can help. They enable you to inform the customer that you have received their email, and you are working towards solving their problem.
For instance, when I tried to contact Grammarly, here’s what they sent me. The sole purpose of their email was to inform me that they have received the request.
This assures customers that you care for them, and their issue is a priority for them, thereby increasing customer satisfaction.
3- Help customers to help themselves
If you serve customers from around the world, they will likely be in different time zones. This can make it challenging for you to provide the best possible customer service. To combat this situation, you can use automation to redirect customers to the relevant knowledge base article.
As soon as a customer raises a request, make sure to highlight your knowledge base in the auto-reply email (check the above example). You can also add a link to your knowledge base even before a customer reaches you, just like in this example. As soon as I bought the product, I received step-by-step instructions on how to use it along with a link to the knowledge base and contact support.
4- Organize your support queue
When customers send requests (via various channels, such as call, email, and social media), do they all go in the same queue? If yes, your team likely spends a lot of time and energy on your customers.
Your agents first need to determine the right person to handle the query and then transfer the customers’ request. This also increases the time required to solve the issue. With customer service automation, you can redirect customer requests to the right team.
You can create a flowchart that helps decide what kind of queries will go to which team and then let automation do the work. For instance, you can redirect press inquiries, ad feedback, and social contest questions to the marketing team. And partnership inquiries and wholesale relationships to business development and so on.
5- Improve your response time with saved replies
Saved and canned responses can reduce your response time, thereby enhancing customer experience. Besides, your agents won’t have to type the same full response every time for frequently asked questions.
This way, the customer will get instant responses while your agents utilize their time for more important and unique queries. Another benefit of automating replies is that you can provide the same experience consistently to your customers.
However, make sure to use the right responses for each query. If your saved replies don’t apply to the customers’ questions in hand, it might lead to a bad experience.
When done right, customer service automation can help save time and improve your call center’s efficiency. The five tips mentioned above can help you automate customer support without hurting your service.
Have you tried customer service automation? How was your experience? Let us know in the comments.