To be successful as a company, you can't avoid this topic: automated customer service. In this guide, we provide an overview of the benefits, the best tools and tips for implementation.
What is automated customer service?
Customers expect quick responses via various contact channels, personal service and constant availability. This leads to an increase in inquiries and a high workload for employees with customer contact. This is precisely where automated customer service comes in: Technologies such as chatbots, self-service portals and AI tools optimize the workflow and provide customers with efficient service.
By using automation solutions, you can optimize customer service, reduce costs and offer a better customer experience at the same time. In addition, service employees are relieved of repetitive routine tasks and can devote themselves to more complex inquiries.
Let’s take a look at the best places for companies to start and which tools are essential.
Benefits through the right application
Automated Costumer Service brings a number of advantages with it.
Fast response times and personalized solutions increase customer satisfaction and brand loyalty.
An optimized workflow increases productivity and also saves costs.
By using automated solutions, customers receive support at all times and feel better looked after.
The automation tools also enable comprehensive analysis and reporting on customer communication processes. This allows the service to be continuously improved.
Automated Customer Service - the best tools
A variety of tools can significantly improve everyday work in customer service. Here is an overview of the most important ones.
The virtual assistants use text or voice recognition technology to answer customer queries. This is particularly suitable for frequently asked questions and recurring problems. They are available around the clock and the customer receives immediate answers instead of being put on hold.
Be it active use in a queue as personalized call support or as a passive listener in a conversation to assist the agent: The potential of speech recognition is immense and can therefore significantly improve service.
Self-service is booming, especially on the customer side. On these portals, customers can take care of their concerns themselves by filling out forms and uploading documents.
With the use of artificial intelligence, content from letters, scans, forms, emails, faxes and checks, for example, is automatically processed and forwarded to the right places.
The most important steps in implementation
Careful planning and implementation is particularly important here. These steps should always be the focus when implementing automated customer service tools:
- Identify relevant areas:Â
Determine areas where automation offers the greatest added value and is most urgently needed. - Define strategies:Â
Determine which areas are largely automated and where human interaction is required. - Training of the team:
The team must be trained accordingly in order to ensure that processes run smoothly and work effectively. - Test & customize:Â
Reviewing and analyzing the automation tools is particularly relevant. This allows performance to be checked at any time and adjustments to be made as a result. - Â
We help you to make the best decision
Automated customer service is not only a way to reduce costs and increase efficiency, but also an essential prerequisite for remaining competitive.
At LinkThat, we know the daily routine of communicating with customers. LinkThat SHIFT was developed to support your company and give your agents a helping hand. It gives you the best support on all contact channels: fully or semi-automated.
SHIFT can be used individually and handles even the largest volume of requests effortlessly with high-quality responses.
Do you have further questions? We can help you find the best automation solution for your company and take your customer service to a whole new level.