Have you considered incorporating readily available automation tools into your customer support strategy? Automation can be strategically used to provide customers with a better and more efficient experience. They can also relieve your team of stressful repetitive tasks, freeing up their headspace and allowing them to be more productive.
If you’ve been putting off making automation a part of your business’s customer support service, it may be because you’re worried automation could actually harm the customer’s experience. However, it’s important to think hard about what customers actually value when interacting with a company.
Generally speaking, the following qualities are typically at the top of customers’ wish lists:
Your customers can’t schedule their day around a conversation with your support team. They need answers quickly and without having to jump through hoops.
Interacting with a hit-or-miss support team can diminish a customer’s perception of your company’s reputation.
There’s nothing worse than being given the wrong answer or having your email lost by a support team. Errors like these make a business appear unprofessional.
The good news is automation provides the above and so much more. Combining a stellar customer service team that’s sharp and empathetic with an automation strategy that takes care of any error-prone or data-driven tasks is the first step towards an excellent customer support strategy. By striking the right balance, you can enhance customer interactions and reduce the burden on your team, providing a win-win situation for everyone.
Easy Ways to Automate Support While Improving Customer Service Quality
Wondering just how to find that balance? Here are four aspects of customer service you can automate to boost your customers’ experience right away.
Automate Sending Out Customer Satisfaction Surveys
Keep tabs on your customers’ feelings about their experience without lifting a finger by having customer satisfaction surveys automatically sent out immediately after cases are marked as resolved. These surveys should be simple and straightforward – just a quick, “How would you rate the service you received?” message will do.
If a customer marks that they are dissatisfied, automation can once again save time and effort by having a case be automatically opened to ensure a representative follows up with the customer and resolves the issue.
Use Auto-Reply Emails
Auto-reply emails can be used to let customers know you’ve received their question or complaint and will be in touch soon. Not only does this help manage expectations, but it also gives the customer the sense your team is on the ball. It lets them know their request has not been lost in the ether.
Automate Answering FAQs On Chat Support
Sometimes, customers contact support simply because they cannot find the answer to simple questions on a business’s website. In cases like these, a chatbot can be a huge help by directing the customer to the relevant info and minimizing the time they spend searching.
The most important thing to keep in mind when using chatbots is to make certain it’s always easy for customers to connect to a representative when they’re not able to find what they’re looking for through the automation tool. Without this option, chatbots can be more of a hindrance than a help.
Create a Support Queue Workflow
Your support team shouldn’t have to figure out which cases go where. They should be using all of their brain power helping customers and solving problems. Leave the time-consuming organization tasks to automation.
Automation can be used to prioritize or escalate certain cases and even redirect conversations. Best of all, your customers won’t ever have to feel like they’ve had to work to get the right person on the line. Instead, it will happen instantaneously!
With so many smart tools currently available, why not take advantage of the ones that can help your team and your brand’s image? By using automation strategically, you’ll be well on your way to a more efficient way of doing business that focuses on the customer’s needs every step of the way.