A Brief Guide on Advantages of Automated Customer Service

Automation is a key for ultimate success. Today, customer can expect instant answers to their basic queries via automation. A business uses customer service automation for customer support and service.  

Speed, efficiency, and availability are the prime features of customer service automation.  

When powered by AI development services, automation technology is completely effective at handling most redundant tasks, supporting customers in accomplishing tasks, and solving problems quickly without any human interaction. Experts predict that AI will be available to automate 95% of customer interactions by 2025. 

These tools tap into people’s growing choice for personalized interactional experiences through text- and voice-driven systems. The comfort with which people use and talk to “Virtual Assistants” through the voice-initiated devices, smart speakers, and more.  

Crucially, you can implement them across your customers’ preferred communication channels, connecting with them where they are already sharing and enjoying. 

This blog will explore the advantages of automated customer service for your communication strategy. 

Concept of Customer Service Automation 

Customer Service Automation is a type of automated customer service. It uses tools for automated flows. The main goal here is to drop down manual support specifically when carrying out frequent tasks, troubleshooting common issues, or answering easy FAQs. 

When powered by artificial intelligence (AI), automation technology is extremely powerful at handling most redundant tasks, supporting customers in achieving tasks, and solving problems quickly without any human interaction. At actual, experts say that AI will be successful in automating almost 95% of customer interactions by 2025. 

These tools tap into people’s growing choice for personalized interactional experiences through text- and voice-driven systems. The comfort with which people use and talk to “Virtual Assistants” through voice-initiated devices, smart speakers, and more reflects the effectiveness of a virtual assistant answering service in facilitating seamless, human-like communication.

Statistics of Customer Service Automation 

Apart from this progress, many customer service operations are stuck in the past, relying on a conventional call center model.  

This costs too much to the companies with higher operational costs and low customer satisfaction, which harms their brand reputation and fuels customer churning. 

Anyhow, it’s never too late to start things. So, let’s walk you through some of the key merits of Customer Service Automation. 

Automation of certain processes boosts the efficiency of any customer service organization. In actual, 88% of customers anticipate automated self-service when they initiate interaction with a business. 

Customer Service Automation is assisting businesses like yours to achieve outcomes like a 30% decline in customer service costs, a 39% rise in customer satisfaction, and 14 times higher sales. 

With these types of results, it’s a bit surprising that analysts are claiming that AI chatbots will be the primary customer service channel for 25% of organizations by 2027. 

The Advantages of Customer Service Automation 

1. Always-on support mode 

Automated customer support is a smart answer for growing customer queries. 

This is a prime benefit of automated customer service. It is available round the clock irrespective of the customer’s location, preferences, and situations. 

As per the nature of the work of live agents, automation tools do not rely on open office hours of service call centers and enable customers to effectively “self-service” basic issues, mostly without any need to add service call, center agents. 

This is the reason why automation is mainly useful for handling frequently asked questions (FAQs), keeping human agents free to tackle more tough aspects of customer service. 

2. Drop off operational costs 

WhatsApp customer support automation drastically improves operational efficiency and cuts customer service costs. It remarkably removes redundant tasks, and immediately resolves frequent easier requests, permitting your support agents to handle more tedious inquiries in less time. This will save your agent’s workload time and will lower overhead costs. 

3. Time and efficiency 

Automating customer service for your business enables you to control more queries and instantly carry out tasks that would be tough and time-consuming to do manually, like coordinating taxi journeys in seconds. This relieves human agents of handling or managing more strategic tasks and tough user queries. 

At the same time, automation allows customers to instantly get the answers they require, with minimal effort needed on their end.  

This is vital when we consider that value for people’s time is considered one of the highest priority factors in offering a positive customer experience. 

4. Customer satisfaction and loyalty 

Faster response times, lower resolution times, and continuous support across various touchpoints – these automation results are key to offering a positive customer service experience and keeping happy customers. 

An AI chatbot or virtual receptionist can even act as an individual shopping assistant, smoothly asking about a customer’s choices and sharing product details to boost the shopping experience. This functionality offers each customer an individualized interaction experience, keeping a human-like touch even though it is AI-driven.  

5. Agent satisfaction 

Tools like chatbots eliminate or relieve pressure on overloaded agents by automating customer chats over their favorite channels.   

They can think for high-volume, low-value queries, leaving more satisfying and meaningful tasks for your agents.  

And when collaborating with a cloud Service call center solution and a customer data platform, they provide agents a single view of customer data and conversation(chat) history, so that your customer service staff gets all the information they require to resolve or process queries instantly.  

6. Omnichannel abilities 

Automation powers up your support to offer omnichannel capabilities and to connect with customers on channels they’re familiar with. You’ll be able to sync up all your company’s channels for support: live chat, email, in-app messaging, social media channels like Instagram, and other messaging apps like WhatsApp Business Platform. 

This will support your business store customer data in one place, keeping track of customer interactions, and implementing smart routing so agents don’t have to repeat the same simple questions. 

7. Scalability 

Automated customer service tools like chatbots enable you to offer omnichannel, personalized customer service at scale. AI makes it easier for testing, measuring and learning. Subsequently, you can regularly maximize the customer service experience.

Examples of Customer Service Automation  

All automation aspects do not always relate to AI. Rule-based keyword chatbots, for instance, automate basic customer questions and easily focus customers on information sources, in various cases. 

Other regular examples of Customer Service Automation include: 

• Intelligent routing – Automation tools give preference to urgent or high-value tickets and divert them to the right agents, keeping support teams free to manually shift via messages. 
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• Customer surveys – Businesses can automate customer feedback notifications by sending an automated message asking for feedback in a fraction of the time. 
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• Email ticket automation – Chatbots can do way more than just chat. They can prompt auto replies for tickets collected over other channels synced into a company’s tech stack. 
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• Proactive chat – Use AI solutions to analyze a shopper’s intent and find out the right time to proactively contact a customer via chat and resolve issues automatically. 

Use Cases for Customer Service Automation  

Let’s refer now to a few use cases for Customer Service Automation. As we have discussed above what is automated customer service? Now, let us elaborate on the important use cases for automated customer service here: 

1. Improve lead Generation 

• Condition: Adhere to a new communication channel to provide 24/7 conversational support and improve customer experience and upscale lead generation. 
• Solution: Use an AI chatbot with a chatbot-building platform. Arrange answers over a verified WhatsApp Business Platform to digitalize the customer journey by lowering the waiting time and offering prompt resolutions to customers’ inquiries. This led to a 138% increase in lead generation and a customer satisfaction rate up to 4.4. 

2. Connect people with lost property  

• Condition: Your airline passengers occasionally lose their baggage causing them much inconvenience and stress due to lost property. 
• Solution: Passengers can utilize your customer service chatbot to report their condition and ask for help. By use of named entity recognition (NER) AI capabilities, your chatbot can determine their intent (report and search “lost luggage”) and their location. With this detail, the chatbot can direct the customer to the right location to get help. 

3. Book appointments 

• Condition: Handling appointment confirmations is difficult. Customers mostly contact you through different channels, and you might use various platforms to handle all these queries.  
• Solution: Unite your cloud contact center with an AI chatbot and customer data segmentation to streamline the appointment reservation process and improve agent productivity. Agents may handle various appointment chats at once, users can communicate via their favorite chat apps, and customer delight increases. 

4. Maximize service and support 

• Condition: Integrate all support channels over a single platform to give a solution to efficiently manage their service call center with optimized support. 
• Solution: Invest in an omnichannel conversational platform providing all the digital channels in one place for maximum customer communication. Collaborate your cloud contact center with an AI chatbot, a customer engagement solution, and a customer data platform to scale up processes and improve support.

5. Provide account status 

• Condition: Your customers want to access their account information promptly and with ease. Your service call center agents are spending much more time on account information queries, rather than solving more tough issues requiring their expertise.  
• Solution: Build and implement a chatbot that can engage your customers and offer them relevant information about their account status. Security is a vital consideration here, so use biometrics to support your chatbot customer authentications.  

How to Start Automating your Customer Service 

Now, you can start automating your customer service workflow and tasks with some suitable entity. 

Like any digital investment, you must start with a specified customer service strategy, based on assessable business goals. 

Depending on your goals, a useful destination to start might be using an easy self-help keyword chatbot, implemented across your customers’ favorite channels, to help offer prompt customer support at a lower cost.  

You do need not to have any coding experience to use a chatbot-building platform like Answers. It is great! 

It’s vital to keep in mind the fact that automated tools can’t help with everything. Your automated systems must be able to hand over tedious tasks to live agents smoothly, serving agents automatically with the relevant customer data and conversation history for quick resolution and smooth customer service. 

Because of this reason, it’s hugely effective to integrate your chatbot with a cloud-based, automated service call center solution that allows smooth agent takeover and supports you in solving multiple customer pain points. Pairing it with reliable call queuing software can further optimize customer wait times and ensure calls are efficiently routed to the right agents, enhancing the overall support experience.

Unlock the Power of Customer Service Automation 

Automated customer service scales up your customers to receive the answers they’re looking for – whenever and in any way they want. It enhances the customer service experience and automates replies to simplifying queries, making your customer service team free to handle more tough issues.  

And while it strengthens your customers, it also supports your business by lowering its operational costs. Anyhow, it’s important to remember that many customers still select and prefer- support via human assistance upon required. Reaching and maintaining the right balance might take some time, but with the right technology and a mode of trial and error, you’ll get there quicker than you think. 

For your customer service automation project and requirements, you can connect with our WebMaxy WhatsApp automation team at info@webmaxy.co.

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