Table of contents
- What is customer service automation?
- What is automated customer service?
- What are the benefits of customer service automation?
- Why is customer service automation important?
- How does automation improve business productivity?
- What are the main steps of customer service automation?
- What is the difference between multichannel and omnichannel?
- What does omni stand for?
- What are common customer service metrics?
- What are the tools for customer service automation?
- What are the common automation mistakes?
Questions and answers
What is customer service automation?
What is automated customer service?
What are the benefits of customer service automation?
Why is customer service automation important?
How does automation improve business productivity?
What are the main steps of customer service automation?
- Observe your customer process and gather as much data as possible
- Identify patterns and segment requests into separate categories
- Using data from step 1 improve your product or service to reduce the number of incoming inquiries
- Establish teams each dedicated to a specific type of inquiry
- Integrate all of your communications channel into a single tool to save time that would otherwise be spent on switching apps and platforms
- Set up automated routing to ensure that messages never “fall through the cracks” and that they are always directed to available agents
- Prepare response templates to speed up agents’ response times – why should they have to type out the same response a dozen times every hour?
- Implement an AI suggestion algorithm to assist your agents further
- Deploy a chatbot that’ll take care of the most commonly asked questions
What is the difference between multichannel and omnichannel?
What does omni stand for?
What are common customer service metrics?
Examples of operational metrics:
- Average ticket count per day
- Average time to first response
- Average ticket resolution time
- Preferred communication channel
Examples of experience metrics include:
- Customer satisfaction
- Net promoter score
You can read about these and more in our Customer Service Automation guide.
What are the tools for customer service automation?
- Analytics and statistics gathering tools
- Routing tools
- Social media and email management tools
- Ticket systems
- CRM solutions
- Social media monitoring tools
- Sentiment detection and analysis algorithms
However, modern customer service automation solutions are rapidly advancing towards a holistic all-in-one approach. After all, one of the main principles of automation is centralisation – in other words, not wasting time on constantly switching between different applications. As such, the tools listed above will become nothing more than features in larger, monolithic automation packages.
What are the common automation mistakes?
Another common mistake is using automation to replace human agents with computer systems; the truth, however is, that even the most advanced chatbots aren’t able to replace humans – and they probably never will be. Automation is intended to augment your workforce, not replace it. Just because something can be automated doesn’t mean it should be!
Finally, automation is like any other algorithm – you get out what you put in. Take utmost care to ensure your training sets and data is good quality. If you train your algorithm using poor quality data, don’t be surprised when your results become less than ideal.