Customer Service Automation: How to Save Time and Delight Customers

HubSpot’s Service Hub is a service management software that enables you to conduct seamless onboarding, flexible customer support, and expand customer relationships. Service Hub delivers efficient and end-to-end service that delights customers at scale. With Zendesk, you can streamline customer service right out of the box using powerful AI tools that can help quickly solve customer problems both with and without agent intervention. Alternatively, you’ll also want to identify specific customer service tasks that live agents should perform. When you deploy any new technology, it typically takes quite a bit of time to onboard, finesse and get right. With this in mind, it’s important to remember that you will need technical resources to ensure your automation solutions are running smoothly and genuinely serving your customers’ needs.

Unlike live agents, automation tools aren’t constrained by contact center opening hours, and allow customers to rapidly “self-service” simple issues, often without any need to involve contact center agents. Customer service automation is helping businesses like you achieve outcomes such as a 30% reduction in customer service costs, a 39% rise in customer satisfaction, and 14 times higher sales. Automating certain processes improves efficiency of any customer service organization. In fact,  88% of customers expect automated self-service when they interact with a business. The “Workforce Optimization” tool maximizes your team’s potential by helping employees provide proactive customer service in their support cases. Automation and AI manage automatic actions that re-prioritize agents’ time away from menial tasks and increase the speed of responses.

Set up your automated customer service in 5 steps

They are bots that, as the name suggests, are powered by AI – artificial intelligence. This means they can understand the intent and complexities of language so they can engage in more natural conversations with customers and handle more complex questions, as well as automating customer service complete tasks. Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. As you can guess, automation for customer service may have a serious aftermath.

You can send questions related to automated service alongside regular NPS or CSAT surveys or separately. What’s more important is to pay attention to feedback and do something about it. Most customers don’t expect their opinions to translate into action so it’ll be a good look for your company to prove them wrong. Routing is also a part of automation you need to implement as soon as possible. You need software for that, of course — your CRM, your marketing platform, or even your chatbot can handle correct routing of queries.

Streamline data and analytics

Once you set up an automation, it’s easy to fall into the “set it and forget it” mentality, thinking that the process can be left to run on its own. That’s definitely a bad idea though – when automation is left to run unattended, it only takes one second of delay or an unexpected error for everything to go awry. By using an IVR menu and call routing, callers can also reach the right agents straight away without having to talk to multiple people first. Learn how Jackpots.ch used automation to provide instant, 24/7 support in 4 languages without hiring a single extra agent. They have pretty high call volumes too, since they send about 10,000 custom reports to clients and prospects each month. For their sales reps, AI-powered real-time transcriptions have been incredibly important—and in fact, having this feature directly improved their bottom line.

Don’t forget to specify the exact time after which you want an inactive chat to be closed. Halp offers three monthly packages classified as standard, premium, and enterprise based on the provided functionalities. The pricing is per-agent, with volume discounts offered when agents are added. You can train the bot to gauge customer intent and provide follow-up answers accordingly.