Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.

What is Automation?

Automation is the use of technology to perform tasks without human intervention. In the realm of customer service, it involves streamlining processes, reducing manual effort, and leveraging tools to enhance operational efficiency.

Why Automate?

The answer is simple: Faster Resolution = Better Customer Experience

One of the primary motivations behind automation in customer service is the quest for faster issue resolution. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience.

Studies suggest that up to 40% of tickets can be deflected through automation, sparing the need for human intervention. TeamSupport customers have reported up to a 50% increase in capacity by leveraging workflows and automation. However, the impact depends on the nature of customer requests and existing workflows.

Automation enables the elimination of repetitive, mundane tasks, freeing up valuable time for support agents to focus on more complex and high-value tasks. For example, instead of having your agent answer the same relatively simple questions over and over, a bot can detect these types of queries and direct the customer to a helpful knowledge base article. This strategy only boosts productivity, but also enhances the capacity of support teams.

What to Automate

Routing

Efficient ticket routing ensures that customer queries are directed to the right personnel for timely resolution. Automation can streamline this process, optimizing resource allocation and minimizing response times.

Workflows

Automation excels in handling multistep, repeatable, manual processes. For instance, when a chat comes in and isn't resolved immediately, a ticket can be created and assigned automatically. Workflows can also be initiated for adding agents or product capabilities to plans, potentially kickstarting billing, training, or sales calls.

SLA Triggers

Automation plays a crucial role in meeting Service Level Agreements (SLAs). It ensures that deadlines are met, and if there's a risk of missing an SLA, a backup plan can be set in motion promptly.

Responses to Common Issues

Connecting customer chat to a knowledge base allows for the swift retrieval and dispatch of solutions to common or known issues. This can occur through ticketing systems or AI-driven chat interfaces, ensuring customers receive prompt and accurate assistance.

What Not to Automate

Every Customer Service Interaction

While automation offers numerous benefits, it's essential to strike a balance. Automating every interaction can be frustrating for customers, especially if reaching a real human becomes difficult or involves too many steps. There will always be issues without ready-made solutions.

Customer Communication and Touch Points

Especially in B2B scenarios, maintaining personal relationships is vital for reducing churn and increasing existing customer revenue. Automation should complement, not replace, these personal touch points.

Automation is a powerful ally in the pursuit of delivering exceptional customer service. When implemented thoughtfully and strategically, it has the potential to revolutionize support operations, enhance customer satisfaction, and drive overall business success.

Read about how TeamSupport is harnessing the power of AI to continuously improve our ticketing and live chat experience, or schedule a demo to see it in action.