There’s no denying that the age of automation is upon us. When a customer needs an answer, you can’t leave them waiting. With 89% of customers switching to a competitor after having a bad experience, it’s essential to have a system in place to support your clients 24/7. The answer is automated customer service. With automated customer service software, you can provide a solution to any issue, the moment it arises. Let’s take a closer look at what automated customer service is, and how automated customer service software can benefit your business.
What is Automated Customer Service?
Automated customer service is a type of consumer support that is provided by a fully automatic system, such as a support portal, chatbot or other AI system. Put the ball back in your customer’s court and reduce the need for human representatives with automated customer service. It has many benefits over its non-automated counterpart. From 24/7 availability to reduced costs on human representatives, you can help your customers help themselves.
What is Automated Customer Service Software?
Now you know what automated customer service is, along with a few key advantages, let us explain the system behind this service. Automated customer service software provides businesses with secure online storage space, allowing the sharing of relevant support documents, videos and images, or other information with customers.
With automated customer service software, you can build personalised workflows to help users resolve troubles they may be having. Whether that be problems with hardware, software or even physical appliances – automated customer service software from richdesk can administer support for all of these issues and so much more.
How can Automated Customer Service Software Help?
With many businesses migrating to a remote working set-up, it’s fair to say the need for tech-support is on the rise. For many help desks, the increased demand for 1st-line support has caused some real headaches. Businesses using automated customer service software have been able to handle this unprecedented surge with relative ease. Why? Because automated customer service software allows you to build custom support workflows to help identify and resolve a specific issue, without the need for a human agent.
If you find yourself answering the same questions over and over again, automated customer service software can benefit your service desk. Here are a few common support tickets we see repeatedly:
- “My connection is so slow”
- “I can’t log in, how do I reset my password?”
- “I’m struggling to set up my office phone at home”
Now, with a typical help desk set-up, every time a new ticket comes in with one of the above-mentioned issues, a human agent would be required to resolve the problem. With automated customer service software, you can provide tailored solutions and support, while troubleshooting the client’s query every step of the way. The best part? You don’t even need a support agent!
Conclusion
When implemented correctly, customer service software can provide exactly what organisations require: it can reduce the load on human customer service agents, while also allowing them to perform more quickly and efficiently. It can also boost customer satisfaction by getting the customers to the correct answer faster. Yes, it may be a steep learning curve, but with successful planning, you can revolutionise your customer service with automated solutions.