The Ultimate Guide to Customer Service Automation in 2023

If it’s planned poorly, taking an omnichannel approach to support can be a double-edged sword. It lets you better serve your customers on their preferred channels, sure, but also creates a potential area for slippage. But even if you have the best of intentions when you’re building a customer service strategy, there are still some common pitfalls to look out for. Almost every day, new stats and research comes out about how demanding customers are, whether it’s how quickly they want answers, how they don’t want to wait on hold (or wait at all), and so on.

Chatbots and other automated tools are highly scalable and capable of serving millions of people simultaneously. Customers don’t have to wait on hold indefinitely, they don’t have to wait in line, and they don’t find themselves watching their email for 48 hours to see a response. An AI virtual assistant relies on NLP & NLU to easily handle customer support queries in a proactive manner and help scale your enterprise support needs more efficiently.

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Of course, as you well know, the “who” often varies between individual agents and teams. Like any digital investment, you need to start with a clearly defined customer service strategy, based on measurable business goals. Let’s now look at a few of the many use cases for customer service automation. At the same time, automation allows customers to quickly get the answers they need, with less effort required on their end. Product improvement is the process of making meaningful product changes that result in new customers or increased benefits for existing customers. When a customer is trying to give you money, you can’t allow a chatbot to jeopardize the relationship before it even begins.

Agents benefit from it because by diverting customers from calling, they save themselves valuable time which can then be used to solve more complex queries and tasks. As an added benefit, these automations will help your customer service team get the grunt work out of the way and give them more time to field complex issues and deliver customer delight. Gorgias is the customer service platform built exclusively for ecommerce companies, and powered by a suite of AI and automation features.

Automation is becoming a means to a great customer experience

While there will always be trial and error with new updates, there are plenty of reasons to believe automation in customer service is here for the long term. Automated customer support can take over most data-related tasks, such as retrieving customer feedback and handling purchases. It can pull customer data from different business databases and perform updates swiftly without any mistakes. For example, if it takes one hour to respond to 10 customers traditionally, an automated customer service system will complete the job in less time. Chatbots are AI-powered text tools designed to interact with customers in real-time.

When support teams turn to , they’re able to quickly see the benefits, and there sure are a lot of them. Aside from transforming your support orgs’ perception of being a cost center to being a revenue driver, let’s discuss why more businesses are automating support and how everyone involved is benefitting. Automated workflows were designed with automated customer service in mind. The HelpDesk team knew the pain points in providing support, and all we needed was the ultimate solution. So let’s get straight to the benefits of the automated workflows available in HelpDesk’s ticketing system.

This is a concern, especially if you’re in the healthcare or financial services industry. If your business processes involve collecting and storing sensitive customer data, you’ll want to make sure that you maintain full control over it. You can even program them to give customers information about your company, provide product recommendations, or deliver helpful tips. This will show them you care about their experience, and it will make them more likely to come back to you in the future. For instance, you can create a task that sends you a reminder to create a new blog post when your to-do list is full. Or you can create a task that sends you a reminder to review your customer feedback reports.

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