00.
  • USE CASE
  • INTRO
  • CHALLENGE
  • SOLUTION
  • BENEFITS
01. INTRO
USE CASE

Save time and resources with customer service automation

Learn how to increase customer satisfaction while handling more requests using fewer resources

See how to automate customer service

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INTRO

Customer service - the key to retaining happy customers and increasing revenue

Customer expectations keep increasing – they want more communication channels, shorter turnaround times, and they will not tolerate being dissatisfied. If businesses don’t adapt to these demands, they will be punished through negative reviews, which can have a significant impact on a brand’s reputation – this, in turn, can lead to financial losses. It is, after all, cheaper to retain existing customers rather than attracting new ones.

CHALLENGE

Why should you automate customer service?

It is not easy to capture all customers’ requests, coming in from various channels and ensure that the customer service team is not swamped and on top of all discussions. That is when customer service automation comes in handy - it allows you to capture automatically all requests into one tool, set advanced routing to divide workflows between teams and speed up agents service time with response templates or AI suggested answers.

Things to consider when automating your customer service:
  • The number and types of customer support channels
  • The types and size of teams working on customer requests
  • The types of requests that can be automated
SOLUTION

9 steps to automate your customer service

In order to reach the ideal state of your customer service, thorough prep work is required, which consists of three main phases: audit, analysis, and strategy. These phases consist of three steps each, for a total of 9 steps you need to take to properly automate your customer service:

1
1
download all historical data

Download all historical data of customers requests from every channel (email, web, social media)

2
2
look for patterns use case icon

Look for patterns and segment requests into different categories (billing, product questions, marketing, technical support, et cetera)

3
3
assign teams use case icon

Assign teams to each request type, based on competencies and skillsets

4
4
integrate all channels use case icon

Integrate every channel into a single tool to save time by not having to switch between apps and accounts

5
5
view all of data use case icon

View all of your customer service requests in one queue

6
6
smart automated routing use case icon

Set up smart, automated routing, so that each message reaches the appropriate team automatically

7
7
prepare response template use case icon

Prepare response templates to speed up the service time of each agent

8
8
AI suggested answers use case icon

Implement AI suggested answers and let the algorithm select the best reply

9
9
chatbots use case icon

Use chatbots to most repetitive questions for further automation

BENEFITS

The rewards of automated customer service

Increased customer satisfaction

every customer request gets captured, no matter the channel

Increased efficiency

every conversation is managed through a single tool

Faster turnaround time

smart routing, response templates and AI answers drastically shorten resolution times

Satisfaction of the CS team

process inefficiencies and repetitive tasks are removed from the equation

Control over efficiency and quality

key KPIs, such as response and service times and service quality are easier to measure and optimise

Easier scaling

expansion to new markets, languages, and processes can be done using the same resources through smart tooling

Discover unlimited growth possibilities for your business

Each industry has its own rules; there are, however, some universal truths about customer experience. Find out how just one tool can dramatically improve your customer service.

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