Customer service automation: Advantages and examples
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. One of the most popular automated customer service options is chatbots. Our bots use machine learning, caring for customers by providing them with links to existing resources like knowledge base articles and FAQs. They can also route customer conversations to the team best equipped to handle their questions and can even provide answers to customer questions like, “How can I add more users?
They allow customers to quickly get answers without having to wait on hold for an agent. According to Statista, the average wait time across all chatbox chats is 88 seconds, while waiting on hold during a call can take several minutes. Features such as automated email automated services customer relationship messages, autodialers, and chatbots in customer support have been around for a while. Also, technologies like artificial intelligence (AI) and machine learning (ML) are becoming increasingly common and have made automation tools far more valuable for companies.
The why: Advantages of customer service automation
Like checking order status, setting up appointments, asking about opening hours, and other how-to inquiries. When AI and human customer service representatives work in sync, it ensures a much faster response and better overall service for customers. Reducing wait time and providing efficient solutions will dramatically improve customer satisfaction and retention. When automation takes care of routine tasks, your team has more time to connect with customers.
Fielding queries, rerouting to the right agents, and collecting data — a chatbot can do all this in the background with no extra cost to you. Customer service automation refers to any type of customer service that uses tools to automate workflows or tasks. The main goal here is to minimize human support particularly when carrying out repetitive tasks, troubleshooting common issues or answering simple FAQs.
Examples of Automated Customer Service in Action
When KLM Royal Dutch Airlines introduced its AI-powered chatbot, customers were empowered to book flights on social media without ever having to talk to a person (unless they wanted to). The bot issued 50,000 boarding passes within the first three weeks of operation, taking care of a manual task so agents could focus on trickier tickets. Also, AI-powered chatbots never sleep, which means you can deliver customer support 24/7. If you’re in the customer support business, you know that there’s a whole range of smart solutions out there to make your job easier. That’s why I’ve compiled a list of the finest tools that rely on automation and can save you a bunch of time and effort.
It can equip a ticket with contextual data in a split second, or crawl through thousands of help center articles to find the right one. They can spend more time engaging with people, focusing on personal development, or trying new projects. Finally, agents can approach work more calmly, having a chance to plan it with care. So, not only does automation result in saving time and money, but it also lowers agents’ anxiety, increases their confidence, and makes them more satisfied with their jobs.
