Customer support automation can be useful in this area and others. But the procedure frequently receives a poor rap. This post will discuss the benefits of customer service automation for your company as well as its drawbacks.
Why does customer support automation matter to businesses?
It is now up to businesses to do everything they can to guarantee that every client has a positive experience. It’s no surprise that automation is crucial to this effort given the decline in consumer trust in enterprises.
According to Accenture, 61% of customers discontinued business relationships with at least one company due to subpar customer service. Nearly 25% of customers reported having less faith in businesses than they did five years prior, and this is frequently the reason why they switch suppliers.
Businesses now have access to many more capabilities than they ever would have without customer support automation. Increased productivity enables businesses to quickly expand their customer service offerings, providing them with fresh and improved chances to wow each and every client.
Automation can be useful whether a consumer contacts a firm with a question or a complaint. A prospective customer has inquiries regarding their transaction, or a past customer is eager to repeat an order.
With the help of new automated solutions, businesses may now excel in the area of customer service, making every interaction with customers one that clients can’t help but gush about.
Mistakes to avoid when implementing customer support automation
Self-service options that are well-designed and smoothly integrated are popular with customers, but not all technological solutions are created equal. Here are four critical blunders to avoid on the road to success for customer service directors trying to implement the right automation in the right way:
Leaving Agents Out of the Loop
While AI and automation can handle more often occurring simple customer service requests, this technology decreases human interactions. Agents who haven’t been adequately informed or forewarned about new self-service automation systems may encounter difficulties. Automation can sometimes decrease straightforward discussions and increasingly complex interactions.
Agents can help identify potential unpredicted difficulties during the process by preparing for the change in call types. Agents need to know how to utilize customer self-service options during their calls. Moreso, customer service leaders must make sure to include agents in both the planning and execution of new self-service initiatives. Businesses can also demonstrate how automation won’t eliminate jobs by empowering customer service representatives throughout the process.
Abandoning Callers in Self-Service Solutions
Businesses should always offer a direct route to human agent contacts during the automated experience even though automation can increase customer happiness and give excellent customer experiences. The change from automated to live agent ought to go well as well. When a consumer switches to chatting with a live agent, try to find solutions that will allow them to stay in the current channel whenever possible. You should also transfer any pertinent context to the agent so that the engagement can continue where the automated solution left off.
Not Training The Staff
When businesses start automating procedures, customer service representatives may no longer be required to handle the majority of routine, rule-based interactions. This has two effects. On the one hand, by eliminating tedious chores, employee welfare can be maintained so they may concentrate on work that calls for creativity and delicacy. Staff members may experience burnout as a result of their work becoming more difficult.
As AI takes over the majority of routine customer service encounters, make sure you provide your personnel with the required training to get them ready for bigger challenges in their position. Find out from your agents which tasks can be automated and how they handle the remainder.
No human connection
Automating customer service inevitably reduces the human component of your support strategy. Customers could find it frustrating to interact with a machine. Indeed, outstanding customer service depends heavily on empathy, a quality that is uniquely human. One company discovered, for instance, that relating to customers on an emotional level decreased turnover and increased advocacy.
Your customer service automation system can be seriously harmed by poor system architecture. Wrongly implemented customer support automation is a hassle. Your chatbots can’t understand a customer’s problem without a full view of customer data and insight.
Similarly, you won’t gain from the information that results from analyzing and cross-referencing your numerous automated processes, and your consumers won’t receive knowledgeable qualified service.
The right way to start automating your customer support flow is through cross-department integration. By linking your CRM to your customer support program, you’ll ensure your chatbots can solve customer problems on the go. Also, integrating your internal communications will help customers connect to a live agent when needed. Contact us to have experts help you navigate customer service automation to maximize your employees’ skills and your customer’s experience.