Customers in today’s marketplace are picky and demanding when it comes to where they want to shop. And, of course, they have a right to be! Of course, customers expect nothing less than outstanding customer service and support throughout their buying process.
When Should You Employ Support Automation?
When your firm expands, it’s exciting. The product is scaling, which is thrilling. The more people convert and stay active with the service as users, the more tasks the support staff have to deal with. Essentially, it’s a never-ending cycle in which you try to keep up with development without sacrificing quality or speed of service.
Obviously, the support staff will inevitably have to expand in order for us to continue providing a high-quality service. However, this presents new issues – more people means more information to distribute during onboarding and training, more people to manage, additional personnel careers to develop, and increased communication channels. It also necessitates even more hiring leads. Peter Drucker compared these bloated organizations to full-scale monster organisms that need big brains to control all of their organs with plenty of energy just to stay alive.
It’s a good idea to try to automate as much of your customer support as possible in order not to create such a monster and not to turn a fast-growing technology firm into a soulless call centre with thousands of dissatisfied employees.
Everything You Need to Know About Customer Support Automation
Essentially, automating customer service means removing human involvement in the resolution of any kind of problem. Automated workflows, chatbots, conversational AI, self-service helpdesks, and FAQs are all examples of automated support. Reducing costs while maintaining quality is possible through automation.
What Are the Key Benefits of Having Automated Customer Service?
It lowers customer support costs.
A chatbot is a fraction of the cost of employing and training one real person support agent. The average return on investment for chatbots, according to statistics, is 1,275 per cent (and that’s just in terms of customer service savings). Isn’t it?
Humans can concentrate on more significant things because it frees up agent time.
When all the essentials like FAQs, welcome messages, and user feedback are automated, your support staff may focus on what matters most: complex issues and operations. As a result of this, they will be able to anticipate client needs before they occur and give exceptional assistance assisted by chatbots.
It increases performance and efficiency.
Customers will appreciate your reduced response period. At the same time, the staff will be grateful for the reduction in an effort; rather than going out of their way to ensure that their responses are as brief as feasible, they may focus on the quality and success of their interactions.
It is a global, 24/7 customer support solution.
It’s difficult to dispute this one – chatbots don’t have shifts, and they’re available at all times. Chatbots can notify humans and promise the client that they will get a response as soon as possible if there is a problem requiring human attention. This allows for uninterrupted communication flow and assistance without any interruptions.
What metrics should you measure?
It’s critical to look at a variety of indicators in order to transition from whole human assistance to partially automated support. These are some of them:
Customer Satisfaction Score
Naturally, it’s a major concern. For many support staff out there, this is the key performance indicator for customer service quality. If this metric falls, it indicates that adjustments are required.
Average Tickets Per Hour
It is useful to calculate the number of tickets per hour during varying periods of time in order to evaluate the effectiveness and performance of the support team over a period of time. It will be able to highlight when the support team is swamped with requests.
A contact rate is an important tool for estimating the number of callers required at a firm. In relation to the number of daily messages with help, the contact rate is the proportion of daily active users that contact support. It’s also an excellent indicator of how well your team utilizes automation and self-service.