Hilee Avrahami from KMS Lighthouse shares examples of automated customer service.
Although 100 percent automated customer service is likely a long way off, existing customer service automation solutions are currently having an enormous impact, offering critical advantages to the organizations that adopt them.
Customer support automation creates tremendous opportunities for shifting repetitive, routine human tasks to more efficient systems that provide customers with more satisfying experiences. Customer service automation includes:
- Self-service portals and knowledge bases.
- Standardized email replies, aka canned responses.
- Live chat, chatbots, and virtual assistants.
- Tickets assigned immediately to the right agent or department.
- Artificial intelligence (AI) and machine learning (ML)
Automated Customer Service Examples
Automated customer service is any type of customer service that uses technological tools to automate tasks and workflows.
Incorporating automation into your customer services operations must be handled carefully but, done right, it helps streamline an ever-growing volume of interactions across touchpoints.
It’s no surprise organizations big and small are making automation, including AI-driven solutions, an integral part of their customer service strategies.
Self-service portals provide your customers with the means to solve issues on their own. They provide proactive customer self-service and help agents present relevant, real-time information to help customers make successful decisions.
Simple FAQ pages are still useful, but powerful AI solutions take customer service to a whole new level.
Key to the successful automation of self-service is a well-organized, centralized knowledge base. Customers want their questions and problems solved fast. How much effort they must put in to get their needs met directly influences their level of customer loyalty.
The easier you make the customer self-service experience, the more customers perceive you to be committed to providing them with consistent, satisfying support.
As a business grows, it gets more challenging to stay on top of traditional means of communication such as email. Centralization gives customers the familiar email experience they want but provides you with an automated system for delivering it.
Standardized or canned email replies allow customers to get help through a preferred channel and help you build deeper relationships by making them feel listened to and valued. They’re also a phenomenal way to keep the language and tone consistent between agents.
Live Chat, Bots, and Virtual Assistants
Live chat, chatbots, and virtual assistants have evolved to where you can now supply customers with simple, fast, and helpful service without losing the personal touch exceptional customer service relies on.
They help your brand differentiate itself and keep you top-of-mind when customers are seeking what you provide.
It’s estimated that automated tools will represent 70 percent of customer interactions by 2022. Yet many organizations still rely on traditional call centre models that result in long wait times, poor tracking of conversation histories, and endless security questions.
Automated solutions like chat, bots, and virtual assistants provide:
- Always-on Support, regardless of a customer’s location, time zone, or circumstances.
- Lower Operational Costs while freeing up agents to handle a higher volume of calls.
- Improved Efficiency with agents freed from time-consuming manual tasks.
- Greater Customer Satisfaction and Loyalty due to things like shorter first-call resolutions.
Automated tools also make for happier and more satisfied call centre agents by alleviating the pressure that so often comes with handling a high volume of low-value queries.
Why Businesses Should Adopt Customer Service Automation
There are plenty of advantages to automated customer service. Jim Iyoob, Chief Customer Officer at Etech Global Services, believes organizations must “deliver top-notch customer service and optimize the quality process within.”
He points to how implementing practices like monitoring interaction channels, custom agent training, and soliciting feedback are some of the “best gifts” you can give your customers.
From healthcare knowledge management to knowledge management platforms that integrate seamlessly with existing systems, you can find examples of successful implementation of AI in customer service everywhere.
As automated customer solutions become more commonplace, organizations that embrace them now will reap the benefits way ahead of the competition.