Automation conjures up some dreadful images. Customer service automation doesn’t exactly have a nice reputation, what with dumb robots and frustrated customers who keep making the same requests. Automation is still being adopted by more and more businesses as a component of automation support. Why? Because when done correctly, support automation may improve the experience for customers and lessen the workload on teams.
What is support automation & what are its benefits?
Automation support which primarily automates the workflow management process is the provision of client help by AI or software. For example, automation rules free up your service desk staff to concentrate on duties that are more important. Automation support can thereby increase employee productivity while also fostering stronger client relationships. Here are the benefits of automation support:
Increased customer satisfaction
By automation support operations, businesses may generally boost production and concentrate on clients who need particular help.
Improved output from employees
Customer service automation frees up your agents’ time so they may attend to important everyday activities. The ability to disperse customer inquiries in accordance with your demands is provided by high-quality automation support software, which ultimately enhances corporate operations.
Automation support can save your company money and time. Process automation eliminates the need for additional staff members.
How to implement automation support for 24/7 customer interaction
Apply an automated incident management system
Incidents of all kinds and forms will inevitably arise as your firm expands. Certain apps may not be accessible to employees, your software may include flaws, and equipment may disappear. Whatever the problem, by implementing automation support procedures, you and your business can resolve it swiftly and successfully.
Simply utilize an enterprise chatbot to connect your corporate communications platform (like Slack) and ticket management system (like Zendesk). With the help of this chatbot, you might submit a ticket straight in the messaging app and continue working on it there until the issue has been resolved
Utilize product usage data to identify clients in danger of leaving
You may understand better the level to which a client is receiving value from your business by looking at how they use your product over time. Your support staff can make better decisions about which customers to contact and at what time by using this kind of knowledge.
You can create automation support that is activated when any form of product consumption data that makes sense to monitor at your company reaches or drops below a specific predetermined level. So that they can act swiftly, your representatives can then be informed in real-time of this insight.
Create an Advanced Helpdesk
Your support staff may be able to improve upon what they currently have by using the chatbot mentioned above. A helpdesk may utilize more technologies in addition to chatbots, among other things. With the aid of a helpdesk, machine learning can be furthered so that AI can recognize the needs of employees at any given moment. This includes times when they just need to use their apps to hunt up information.
Offload All Your FAQs
If staff members or customers don’t fully comprehend the provided FAQs, they may still phone help. The usage of the aforementioned technologies along with guided conversations is the solution to this challenge in terms of support automation. A tool like this one aids in directing users to the best resources for the issue at hand. With automation support, the individual in need of support essentially decides how they want to learn. Consider it as a novel that allows readers to “Choose Your Own Adventure.”
Choose the right customer service software
Your automation support platform should be able to take the information you have about your customers and turn it into insights that can be used to direct processes. Key elements ought to be:
- Knowledge of how to create and use client profiles and segmentation
- A smart system to save your client data and launch tailored interactions depending on segments and preferences
- Sophisticated dashboards with streams for operational data (O-data) and experience data (X-data)
- Built-in feedback mechanisms, such as surveys
- The capacity for one system to coordinate all digital support encounters, gather feedback, and reply across all channels
Automated customer support can be a pitfall of losing loyal customers, but it can also be your biggest tool to save time and labor if done correctly. Contact KinCloud to gain expert support about automated customer support systems and integrate your support workflows today.