Every minute that a prospect has to wait for a response from your support team is another minute closer to that person switching to a competitor.
Automating your customer service can help you provide support without the need for you (or someone else on your team) to watch your email and communication channels like a hawk. While ‘automation’ can be intimidating to hear, it’s easier to implement than you think.
Here, we’ll share some of the best ways you can automate your customer service:
Customer Service Automation in Action
Every business owner knows that quality customer service is important for the success of your business. However, maintaining this gets increasingly challenging as your business grows.
Below are four examples of automation in action that you can explore to provide the best customer experience possible.
1. Self-serve Online Library a.k.a FAQ’s
When customers have a question, they want it answered almost instantly. Through a self-serve online resource, you can reduce the volume of support tickets that come in and also boost customer satisfaction.
Take the time to create your own knowledge base and a Frequently Asked Questions (FAQs) section that existing or potential customers can access 24/7. When creating one, make sure that they’re grouped into clearly defined categories for easy navigation.
You might also want to feature it in a prominent area of your website such as the main menu to let people know that you have one. Consumers today like doing things at their own pace, so it’s great if you can help them help themselves.
2. Personalised autoresponders and canned replies
Anyone who has been on the internet has seen this– the cold, impersonal, almost-robotic automated email. For general announcements and marketing, carefully crafted one-size-fits-all emails may work just fine.
However, for customer service, what you can do is create personalized canned responses or pre-written messages to address frequently asked questions or common scenarios in your business. They make replying faster and easier, while also keeping the language and tone of the messaging consistent.
3. Chatbots on websites and social media
Chatbot technology can help you scale your customer support without increasing the costs significantly. Through machine learning and AI, you can stay connected with your customers and make your daily operations more efficient.
However, it’s important to note that while chatbots can handle frequently asked questions and common issues, it will take time before they can be used to address more complex problems – this is where someone in your business can swoop in and address your audiences’ queries.
4. Automated ticket routing
An automated ticket routing system can make ticket resolution much faster and helps your team work smarter, not harder.
If a customer has a question, the AI will try to understand what the request is about and will suggest answers or solutions from your help center content. If the customer is satisfied with the answer, the ticket will be marked as resolved.
If not, and the issue is more complex, it will be routed to a customer service representative to provide further assistance. You can also set it up such that tickets will be routed to the right department such as billing or IT.
Automation just makes everything easier
As automation takes care of the routine, time-consuming tasks, your team will have more time to servicing existing customers and gaining new leads. With the rapid advancements in technology, the best way to stay competitive is to adapt and integrate such capabilities into your business.
Want to know more about how automation can help you market your accounting firm? Check out our Complete Guide to Marketing Automation for Accountants.