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Customer Service Automation [Definition + Benefits]

Customer Service Automation

This post is all about customer service automation.

In fact, 31.7% of major companies already advanced technology to augment their customer support.

So if you want to know what tech to focus your business on and the benefits it can bring you, you’ll enjoy this article.

Let’s dive in!

What is customer service automation?

Customer service automation is a kind of customer support that relies on technology to reduce human involvement in the process of solving daily customer queries. Smart support automation solutions are intuitive to closely resemble human nature and its level of proactivity.

Types of CS automation

Businesses use different methods to introduce independent help desk solutions. 

Here are the most common types of customer support automation:

  • Simulated chats
  • AI chatbots
  • Email automation
  • Automated workflows
  • Pre-made responses
  • Contextual FAQs
  • Interactive Voice Response (IVR)
  • Social media case routing

All of these solutions can be used in combination. While the advantages are manyfold.

Benefits of automating customer services

Let’s go over some of the main benefits of customer support automation:

Customer Service Automation

Minimized Human Error

A key benefit of an automated contact center is the fact that it helps reduce the number of human errors. 

Although humans can be great at showing empathy to each other, they do not have the capacity to offer the same accuracy and speed when it comes to repetitive tasks like data entry or crawling through thousands of pieces of information looking for just one. 

Customers value fast and efficient help, without being bounced around from one agent to another, and having an automated call center is a sure way to reduce friction and end up with fewer errors that ruin the speed of problem-solving. 

Today’s automation tools powered by AI and machine learning technologies are also able to learn from previous interactions and modify their behavior based on the knowledge they accumulated. 

This helps them provide more accurate assistance that can only get better over time.

24/7 Support Availability

There is only a limited number of hours that human agents can work in a day, and if you want to make them available 24/7, your cost of labor will skyrocket. 

As opposed to that, automated support tools can provide non-stop customer service with no interruption, and without breaking the bank. 

For example, the use of chat automation allows you to offer online assistance without any human involvement. 

In the case of certain types of workflows, the chatbot can notify the staff about a potential interruption or the need for additional help. 

Moreover, having a service solution that is always available goes beyond regular customer support and tackles the care of prospects, too. 

Smart chatbots can gather invaluable information from potential customers without forcing them to fill out time-consuming forms. 

Customer Service Automation email

Improved Team Collaboration

Automated customer support tools can make team collaboration much smoother and more efficient by eliminating confusion and making it clear who owns a particular support ticket. 

Businesses that use automated help desk solutions benefit from having better-organized workflows built around solving customer issues, without any extra steps that would only waste the company’s time and money. 

For example, if a ticket is about to fall through the cracks, the automated system can flag it for an urgent review and remind the staff that its status hasn’t been changed for a while. 

Some tools even include an internal wiki feature that allows the staff members to share insights and other information with each other. This type of software can even offer personalized help to agents by sending them dynamic suggestions of which articles from the knowledge base would be most helpful for them to read at the moment.

Get started with customer service automation

If you’re interested in revolutionizing your customer service with automated solutions, our help desk support services are tailored to the needs of your business.

Contact us today to reach out to one of our specialists at Demakis Technologies.

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