customer service automation

The Complete guide of Customer Service Automation (2021)

By Mayank Puri
12 minutes

In this digitalization world, the term “Customer Support Automation” keeps eyeballs on how to get engaged with the business customers to make them feel valued. Earlier, the business department looked for growing contact volumes but this Automation took the burden to stay in every diverse type of industry.

Customer service is a must to have whether you take help of any technology or hire employees to manage it with comfort. But striving to reach customers with Automated Customer service invigorate support platforms and it would be much easier to cater the needs of every customer. 

What is Customer Service Automation?

We considered it as customer support that has some superfine technology to track the needs of your customer and complete everything without taking assistance from humans. 

Imagine the task gets completed with no involvement of your business team member. 

It’s up to the business whether they want to take the opportunity of Automation in everything or in a few vital activities. 

Some of the most popular forms of customer service are: Keyword Chatbots and AI Chatbots. Basically, these forms use Artificial Intelligence to know what customers want and resolve every single query with zero percent hurdle. 

Customers will now talk to the “Digital Voice” and this saves the significant time of your client and customer support reps. Proud to say one of the wonderful innovations for every business to achieve the outcomes. 

Real Life scenario: One of your potential leads is looking to access the account information for their personal reason. And this administrative task is under one of your business team members. The person will face this account information access query as a long-winded task. Your business may fail to give a better customer experience because they will spend a long time on this query. The stellar solution is to go for Customer service Automation. Why? A requirement of Chatbot is needed and then deployed so that engaging with the lead will not be too complex and you will share the accurate account information at the opportune time. Simple! Customers will get the account status on time. 

The above example indicates that you don’t need to hire more and more employees for this customer support service activity. A time-saving method “Automated Customer Service” can take your business to a new height of success and save your hefty income. 

Also if you are running your CRM business then it’s important to gain deeper insight into CRM automation as well. We will also talk about it in this article. 

Bear in mind: This Automated Customer Service is also known as Call Center Automation and Contact Center Automation. 

Some Sizzling Call Center Automation Statistics to know

Hope the Call Center entrepreneurs are paying attention to know about this technology. We have a lot to tell you, but let’s first get aware of the statistics. 

Going for Call Center Automation enables you to save customer service costs up to 30%.

If you already note down the goal of working for Customer Satisfaction then you can see a 39% rise in this. Thanks to Automated customer service practice! 

customer service automation

One of the eye-opening statistics is “14 times” higher sales when you opt for this customer support. Businesses should upsurge sales today with this innovative method. 

Around 12% of Americans said they do not find accurate information in self-service portals. 

The AI-powered Chatbots can handle 80% of routine customer important queries. 

“Like we guided you about the Email Automation for your repetitive tasks and streamline goals, the same with Call Center Automation to manage everything and set you free”. 

What are the Benefits of Automation for Customer Service platform?

If you are a complete newbie for this Automation handling then we will help you. Get as much intel as possible about the benefits of automation for customer services. 

  • Too less Human Error whatever you share

You are doing the tedious task of getting some information about your leads and then inputting the data to answer them one by one. Some called it a daunting task and some considered it awful because you have to give your important time there. But what’s more?

Chances are big when one of your team members replies to a wrong message or gives some information that is not correct for that customer. 

call center automation

Humans can create mistakes, it’s not like everyone is an expert. But if a business wants the situation to not happen again then there is a need to drive your business with Call Center Automation.

It will reduce human error and no mistakes while inputting the essential data. This technology is accurate for this job and never leaves you in the situation of “What to do”. 

  • Automated Customer Service saves your hefty income

We know that you are going to pour your extra dollar saved into the administrative task to connect with the support service. Even if you have not saved income then you will surely play your own tricks to get money for hiring the right employees for the support service job. We have a surprise for you all and believe in us it gives you a seamless experience when you adapt. 

It is Automated Customer Service which will handle the task to save your money. Businesses of all sizes should adapt to it and no such requirement of hiring more employees for a customer service job.

This technology easily gets connected and handles and caters to the needs of the customer. We recommend you to put this technology into the game and enjoy it for a lifetime. Just need minor payments for the set-up and also for the maintenance. 

  • This incredible tool promises to Increase Revenue

Well, reading out the above content is crystal clear to all of you, we believe. This technology is durable and will vastly enhance business efficiency. The above title shouts out loud that this tool is absolutely remarkable for upsurging the business revenue. But how? This tool paves the way for easy collection of accurate data of your customer query and it replies faster to everyone who talks to you. 

Additionally, you are handling dozens of clients who daily deal with your organization first. And at the same time doing such activity with dozens of customers and giving them unbelievable experience means a chance to increase the business revenue.

You are making tenacious connections with every customer which opens up the gates of yielding high revenue. Credit goes to this technology which also aids you in achieving the wonderful goal of “Customer Loyalty”. 

  • Business can Automate FAQs for their customers

Research says customers like to get aware of the product or something by asking FAQs about it. Suppose your business runs with the SugarCRM Plugins. If someone has any query then he/she will use the FAQs method to understand what actually it is and how it is relevant for their work. But the thing is no one wants to sit 24 hours every day to wait and reply to their queries to maintain a meaningful relationship with the customers. 

automated customer service

If the FAQs get automated then you will get innumerable benefits that you never believe you get from it. You saved precious time of your customer care team who put long hours into this task. They feel like a huge burden finally comes to end. Plus, resolving every important customer query will be done promptly. One of the greatest benefits of automation for your customer support process. 

  • Future Prediction of a Customer is a key advantage 

One of the imperative features that every business is looking for in the technology is “Predictions about Consumer behavior”.

You are looking to give impeccable experience to them but they will be happier if you have every vital piece of data and you are prepared for the future as well. Use any finicky tool and this can be a Daedalian task. But having automation for your customer service and you will share the best advantages. 

Collect the data as much as you can because it can be used to predict the future customer’s problem.

Like if they have some follow-up questions and if you give every answer with the right solution then you will achieve the goal of customer satisfaction. Pre-planning is the key advantage to enrich customer experience. Make sure not to skip this point. 

  • A business will deliver the Support service 24/7

Optimize your business department with some top-notch strategies regarding best customer service with the help of the term Automation. Research says many large-scale sectors deal with international clients. They build up their name globally and now getting a good advantage from everyone. But we don’t think your business department deals with those international clients 24/7. 

Sometimes you face timing issues and you reply to their queries on the next day. Well, engaging with the customer on time can make them feel valued.

If not dealing with them at the right time will create a huge chance to lose them and no customer creates the situation of irksome. Let’s shed some light on the feasible solution for your organization and that is “Customer Service Automation”. 

automated customer service

This will not create an inundated situation between your department and customer and will save your quality of time. During the off-hours, this technology will also work properly and reply faster as you expected. Now don’t think customers will move when you dovetail your business with such an exceptional tool. 

Greatest Automation tools for improving your support workflow

Every organization is in search to get the best automation tools for saving their business. Make sure to meticulously follow the points given below and select the tool according to your choice. 

1. HubSpot Service Hub

If your demand is to put hands on the most adaptable tool which has bundles of advantages for your business to grow then meet HubSpot Service Hub. You don’t know whether the customer will start the queries with frustration or with a free mindset. But the tool you have is simple and robust to handle every situation without any difficulty.

automation tools

HubSpot Service Hub is the best for all the Helpdesk needs. What’s the functionality of it? Ticket organization, a shared Inbox, great reporting functionality, and much more. And of course, there is an automation feature to share the right messages to the right reps.  

2. Freshdesk

An Automated tool that is superior enough to handle businesses of all sizes. The name is Freshdesk which is another leading tool of automation embedded with a bunch of advantages to enhance your experience. Whatever you share with your customer via email, social media, chat, or through a phone call, everything will be done in real-time.

automation tools

This is a key feature that businesses need because no one wants a slower process. We have one more surprising functionality of it that quite a few of you know. This tool has routine support workflow automation, FAQ questions, and some important tutorials for the customers. Here a user can build a custom report and dashboard swiftly. 

3. Zendesk

How about sharing an automated tool that is well-known for making meaningful relationships with every customer? Believe us, this excellent tool is most demanding for sharing incredible customer service. The name is “Zendesk tool” which is outstanding for keeping track of every customer conversation on a phone call, email, social media, etc.

customer service automation software

Suppose if your Sales and Marketing department wants to view the customer history like how the conversation goes during off hours then you can check this out in Zendesk. We recommend you strive for the Zendesk Support service which is a helpful method for customer insight and checking every analytics is possible.  

4. Olark

If your search for finding the best live chat tool comes to an end then you landed in the right place. We have an automated tool for your organization that keeps hassle aside and brings ease to your business.

customer service automation software

Introducing a tool called Olark which helps the customer to get connected with the right department. So that customer gets the answer quickly to every query. Olark is beneficial for businesses because you can access metrics in real-time without any problem. The goal of sharing the wonderful possible experience with every lead is now going to happen. Just adapt this eminent tool to keep growing your business globally. 

5. Intercom

We have one more messaging communication platform which is not only easy to use but also can reinforce relationships with your prospects/customers. Intercom is another staggering tool for automation purposes that is perfect for communicating through email, social media, application, website, etc.

Automated customer service

A Business can now easily monitor the entire conversation between both. Like you are supposed to track customer history, product usage, payment detail, and much more essential information. One of the key advantages of using Intercom is it provides you the feature of automated marketing emails. It’s better to improve your Email Marketing activity with some advanced concepts. 

Fulfill your Marketing terms via SugarCRM Marketing Automation service

Well, this is something unprecedented. If your business management is under CRM (Customer Relationship Management) software or you have been running a CRM business since epoch then we have a surprise for you. Outright Store has a Marketing Automation service for one of the leading and effective software of CRM called SugarCRM. 

When entailing SugarCRM Marketing Automation service, you will be happy to create conversion-focused landing pages easily for your work. You must reap full advantage of this service to fetch new audiences to turn them into your regular customer. Additionally, the great tools are the ones that can strengthen your goals today. Use it from here to create and build a wonderful email Campaign all the time. It’s great if you make up the conversion form to get the attention of your audience. 

Way forward: First, let us inform you of the actual fact that this automation for customer support doesn’t remove the person’s support for a lifetime. A time can come when a customer needs big assistance only from a person where no automation can rule. We shared this guide just to recommend you to use it to streamline your experience. And save tons of time in different-different activities. Just want from your side to balance both human support and automation support. It will not be bewildering and you keep getting good results. Use it and insist other industries like Real-Estate or IT business to do the same.

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