What are the do’s and don’ts of customer service automation?
of customer service
Customer service automation can greatly enhance the efficiency and effectiveness of your customer support operations. 40% of businesses, according to Zendesk, utilize AI to engage with customers via their preferred contact methods.
However, there are certain best practices and pitfalls you should be aware of.
Here’s a list of do’s and don’ts to consider when implementing customer service automation.
Do's:
Automate FAQs
Doesn’t it completely make sense to let AI be in charge of answering FAQs? On the website, a conversational bot that can reply to simple FAQs like how to return a product might be put into use.
With this practice, you will be able to provide customers with a rapid response and reduce the workload for the support team.
Gain more context about customer queries
Program your chatbot to ask further questions to users, who reach out with a query. Based on the answers, it can connect the customer with the right agent or the right department.
This way time is saved for both of you.
Send Follow-ups
Automating follow-ups to be sent after a support interaction saves you the hard work of manually doing it every time. After the issue resolution, schedule a follow-up email within 24 hours. In addition to expressing your gratitude and asking if they have any other questions, the email can also encourage them to offer feedback.
Offer Self-Service Options
Automation can guide customers to find solutions on their own, reducing the need for agent intervention. Here’s how AI can be utilized for creating self-service options:
- Chatbots: AI-powered chatbots can handle a wide range of customer inquiries, providing instant responses and guiding customers through troubleshooting steps.
- Natural Language Processing (NLP): NLP allows AI systems to understand and respond to customer queries in a more human-like manner, improving the user experience.
- Knowledge Base Management: AI can help organize and optimize your knowledge base, making it easier for customers to find relevant information and guides.
- Personalization: AI can personalize self-service experiences based on customer history and preferences, offering tailored solutions.
Read more: How automation can help me in improving CX?
Don'ts:
DO NOT: Automate Every Single Step
Automation can save you tons of time, but let’s be practical: it can’t replace human touch. In case, if your customers want an agent to handle their case, make sure they have an option available at every step.
DO NOT: Ignore Context
Ensure that automated responses consider the context of the conversation. Responses should be relevant to the customer’s query.
DO NOT: Automate Complex Issues
Avoid automating interactions that require empathy, nuanced understanding, or critical thinking. Complex issues still benefit from human intervention.
DO NOT: Abrupt Transitions
If transferring from automation to human agents, ensure a smooth handoff. Customers shouldn’t feel like they’re starting over.
Conclusion
Successful customer service automation requires a balanced approach that leverages automation’s strengths while maintaining a customer-centric focus. Regular evaluation, adjustment, and consideration of customer feedback will help you create a positive and efficient automated customer service experience.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.