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: 

  • Efficiency.
    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.
  • Consistency.
    Interacting with a hit-or-miss support team can diminish a customer’s perception of your company’s reputation.
  • Precision.
    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.

Did you know nearly 80% of users look at online reviews prior to making an important purchase decision? In this day and age, online reviews have risen to the importance, if not even taken the place of, recommendations from friends and family members. 

It certainly makes sense that consumers want to explore others’ experiences with a product or service before shelling out their hard-earned cash. After all, reading reviews is simple, convenient, and gives a quick overview of what they can expect when they make a purchase decision.

This new approach to shopping seems like it’s here to stay, meaning business owners simply cannot cross their fingers and hope for the best when it comes to their online reviews. Instead, a proactive strategy for reading, requesting, and responding to reviews is key to maintaining an online reputation that attracts customers and promotes a positive business image. 

We’ve compiled a quick guide to review management to help you get a grasp on the key points you should be focusing on to leverage the potential of online reviews and ensure all feedback is handled appropriately.

 

1. Know What to Do When You Get a Bad Review

It’s almost inevitable that your business will receive a negative review at some point, but this doesn’t mean you should just let them slide. The best thing to do when you receive criticism that is posted online for all current and potential customers to see is to respond in a professional manner. This means:

  • Responding quickly. The sooner you respond, the greater the likelihood you can turn the situation into a positive experience for both you and the dissatisfied customer.
  • Remaining empathetic. It can be hard to put yourself in the customer’s shoes, but trying to see the situation from their point of view is crucial, even if you feel you weren’t in the wrong. 
  • Actively resolving the issue. Instead of explaining why a situation may have occurred, focus on fixing the problem. After a negative experience, the customer likely doesn’t care what circumstances caused it to happen; rather, they want an immediate resolution.

2. Ensure Customers can Express Their Dissatisfaction Offline

Sometimes, customers simply want their opinions to be heard, and posting a negative review is an easy way to express themselves. If you give your customers a more effective and convenient way to make complaints and ensure issues are addressed promptly, they’ll be less likely to take their criticisms online. 

The best way to do this is to clearly indicate how customers can contact management if they have an issue with your products or services. In many cases, you’ll be able to remedy the situation before the customer leaves a review, increasing the chances they’ll write about a positive, rather than a negative, experience. 

3. Respond to Positive Reviews, Too

Negative reviews aren’t the only ones that deserve a response. Take advantage of the opportunity to promote customer loyalty by engaging with positive reviews as well. 

This kind of interaction also shows potential customers your approach to customer service, dedication to building relationships, and appreciation for those who enjoy what you have to offer, making it an important part of online reputation management. 

4. Don’t Hesitate to Encourage Customers to Leave Reviews

Many business owners fear the effects of bad reviews to such an extent they don’t actively encourage customers to leave reviews at all. However, this approach can backfire. Remember your star rating is averaged, meaning a single bad review will be more apparent if you have fewer reviews in total. 

Having a high review count can not only negate the effects of bad reviews, but can also improve your search result rankings and show potential customers your business is well-established. With this in mind, you may have less anxiety about encouraging everyone who uses your products or services to leave a review, even if you’re unsure of what the outcome will be.