5 Advantages of Customer Service Automation

The use of AI and machine learning can make your bot trained and improve its responses in the future. This is how you get an advanced automated customer service system in place for your business. The second advantage is that it makes your agents’ workloads lighter and also frees them up from dealing with basic inquiries so that they can focus on more complicated queries. They can carry out a range of tasks, including basics such as store or office opening hours to changing an order or arranging a refund. We recommend testing out any customer service automation solution together with your team. This will ensure the app is both easy to use and can cater to the diverse needs of your agents, QA raters, and manager.

The world of customer service management is transitioning to automation. AI now automatically does almost everything for you — from rating or analyzing tickets to pinpointing critical issues in conversations and more. The rating and feedback feature lets you stay in the know of how users find content in your resource center and if they have positive customer experiences. You can use a thumbs-up/down or a 5-star rating system when a customer just clicks the button. To dive into automating customer service deeper, it’s important to mention ticket routing.

What Is Customer Service Automation? [Full Guide]

The best way to capture the full advantages of both strategic directions is to include both as part of your comprehensive customer service processes strategy. Automated customer service can be simple or complex, depending on your industry and business’s size. Perhaps all you need your customer service software to do is assure customers that you’ve received their message and will get back to them.

• Data is collected and analyzed automatically and can trigger automated actions.
• This is especially true when it comes to repetitive tasks where agents may become complacent and tick the wrong box or fill in a field incorrectly.
• You can see an example of this in action within our support article on setting up call forwarding.
• It can pull customer data from different business databases and perform updates swiftly without any mistakes.

With automation, you can offer tireless support 24/7, no matter where your customers are or their time zone. Nowadays, business automation is the secret sauce for streamlining all your operations, from accounting to customer service. The number of customer inquiries and your service tasks becoming too much for you. Especially since most advantages of automated customer service customers like proactive communication and about 87% of them want to be contacted proactively by the business. Maybe the buyer just forgot their password, and it’s preventing them from shopping at your online store. Let’s put it this way—when a shopper hasn’t visited your page in a month, it’s probably worth checking in with them.

What are the benefits of automated customer service?

They may leverage automation to handle customer interactions from start to finish or use it as a tool to assist live agents. Once a client comes up with a certain question, your automated customer service tools can transfer it to a department that specializes in it best. For instance, if you’re a chatbot user, make sure it can route product- or service-related customer issues to a support squad and sales requests to a marketing or sales team. While the phone remains one of the most widely used customer service channels across all generations, that trend is evolving. Northridge Group reports that younger generations embrace communication channels outside of placing a phone call to receive support. As digital natives, Millennials and Gen-Z are increasingly comfortable solving problems by themselves.

It can even help teams identify opportunities for creating self-service content to answer common questions and close knowledge gaps. For example, Degreed, an educational platform that helps users build new skills, turned to Zendesk to get a handle on its high ticket volume after facing rapid growth. With Zendesk, Degreed improved team efficiency and transformed its customer service strategy by automating certain activities, leading to a 16 percent improvement in its CSAT score. When it comes to automated customer service, the above example is only the tip of the iceberg. Next up, we’ll cover different examples of automated customer service to help you better understand what it looks like and how it can help your agents and customers. Rule-based keyword chatbots, for example, automate common customer queries and simply point customers to information sources, in many cases.