Automating Customer Service: The Right Way

Published: | By Maria Mladenovska

The quality of customer service is a good indicator of the general health of any organization. A brand is unlikely to be prosperous in the long run if it does not cherish its consumers and tries to learn what they are searching for.

Good customer service isn't just preferable in a dynamic corporate environment - it's imperative. People are becoming pickier and less willing to deal with unpleasant experiences as competition grows in almost every field of business.

Fortunately, technology makes customer care more efficient, available, faster, and less expensive. Today's market is filled with numerous customer service automation solutions that can help companies maintain and delight consumers.

In this article, we've explained what customer support automation is and what its benefits are, as well as collected some of the best ways to incorporate and leverage automation to assist you, your staff, and your clients become more productive and successful.

Defining customer service automation

Customer service that employs tools to manage processes or responsibilities is referred to as automated customer service.

Virtual assistants are a common type of customer support automation that employs pre-set algorithms or artificial intelligence (AI) to serve consumers in completing activities and resolving issues efficiently, whether it's finding store business hours, updating an order, or obtaining account details.

These tools make use of people's rising affinity for text-based and voice-oriented systems, as well as the simplicity which they utilize in order to communicate via voice-activated smartphones, smart TVs, and other devices.

Moreover, you can use them throughout your clients' chosen communication channels, allowing you to join them where they currently spend their time.

What are the benefits of customer service automation?

The benefits are pretty apparent. From simplified operations to improved user and operator experiences, it saves time, dollars, and labor by providing much-needed answers. This increases client happiness and brand loyalty. Customer service automation also allows employees to optimize their efficiency and focus on more demanding tasks.

  • Reduces wait time to a minimum: All inside procedures - such as including and informing another sector, managing support requests, and reporting back to a client - will be smoother with customer support automation, and they will benefit from faster response times.
  • Fewer human mistakes: Automation overcomes the human factor of your operations, lowering the risk of inactivity, data entry errors, and other issues.
  • Controlled user access: Automating your customer service will allow you to automate user access management to sensitive customer data, providing access only to team members who are working on a specific case.
  • Non-stop support: Efficient customer assistance makes staying available after business hours easier. Clients are serviced even when your assistance personnel is away from work, resulting in fewer agitated complaints.
  • Revenue growth: Since your service becomes speedier, you can address more customer inquiries, leading to stronger customer loyalty and brand advocates.
  • Cost savings: You don't have to recruit additional staff to handle administrative assignments related to support. Still, you will probably have small expenses for the first software installation and ongoing maintenance.

Image source: Custom-made design by the author

Implementing customer service automation

It is essential to implement an effective solution in order to meet customers' expectations. Avoiding irritating consumers and raising their frustration is an important aspect of customer care. Companies must think twice and make the right choices when determining which automation services to opt for.

Here are some of the ways you can include automation in your business model:

  • Centralization

Keeping up with traditional forms of communication - like email - becomes more difficult as a company becomes bigger. When you centralize your customer support process, people get the simplistic email interaction they demand from centralization, and you get an automated mechanism to serve it. Predefined or automated email messages allow customers to get support through their channel of choice. You can establish strong connections with them by making them feel heard and appreciated. They're also an excellent tool to ensure that agents use the same style and vocabulary.

  • Virtual Assistants, Bots, and Live Chat

Customers want quick, easy, and, most importantly, helpful service. They do, however, value personal and compassionate customer care. There's no denying that the mechanical nature of various chatbots poses issues.

When setting up a powerful live chat, remember that it's all about working wiser, not harder. This implies organizing processes and automation to ensure that inquiries are sent to the right person at the right moment.

  • Self-Service

People can use self-service options to resolve problems on their own. By implementing strategic client self-service, you can assist operators in delivering valuable, real-time information to help people make informed decisions. Simple FAQ sections are still helpful, but advanced AI solutions elevate client service to new heights.

A neat knowledge database is necessary for successful self-service technology. Shoppers want quick answers to their struggles and issues. Customer loyalty is directly influenced by how much work they must put in to address their needs. They will see you as more devoted to delivering continuous, rewarding care if you make the client self-service process as seamless as possible.

Creating customer service FAQ chatbot

Considering you probably don't run a huge corporation, automating your customer support doesn't have to be a huge project. Over peak months, using a basic chatbot to assist your customer care team effectively cuts wait times and delivers a great customer experience.

Image source: Custom-made design by the author

  • Compile a list of frequently asked questions

As a starting point, look at previous data or your FAQ page. Suppose you already have a live chat feature. In that case, you can use the conversational data to figure out what information to include in your chatbot.

  • Pick a template

When you use the chosen program, this part of process automation is already done for you. Simply select one of the prepared chatbot designs to get started.

  • Customize by adding your content

It's a matter of filling the bot with your inquiries and customizing the colors, fonts, and style to reflect your image.

  • Include a live chat feature

Be sure to give clients the option of speaking with a live chat operator.

  • Decide on the targeting

Lastly, use precise targeting to ensure that your FAQ chatbot is exposed to your clients and site guests at the right moment.

The point at which service automation becomes a reality

The support process starts once a customer's ticket or inquiry is received in the mailbox - and thus the slew of wasteful and monotonous manual labor. But that won't be the case if you opt for system automation.

If your support system is segmented, you can use criteria to direct certain requests to higher levels of assistance or specific branches. Some businesses include "premium support" in their more expensive packages. It prioritizes certain customers (usually those who paid for premium plans) and brings them to the front of the line.

Once you've established guidelines for handling incoming inquiries, check how your help desk system interacts with the business tools and apps you use on a daily basis.

Customer service automation best practices

After choosing a reliable customer service software and setting it up, you can't just leave it be. When implementing automation, you must ensure that three key steps are taken:

  • Customers should have access to an "emergency exit." Make it simple for them to connect with a human instead of your automated service. Give them an option to submit a note that you will hand back as soon as possible.
  • Collect feedback: You can't solve problems you're not aware of. You should complete each customer support encounter with an opportunity for your consumers to review and submit feedback on their experience. Negative comments provide an opening for your leaders to contact and transform an unpleasant customer experience into a beneficial one. And you'll be able to address any bottlenecks in your procedures before they cause serious damage.
  • Consistently evaluate everything, including your knowledge base, predefined replies, chatbot responsiveness, and so on. The industry is dynamic, and changes happen every day. If your customer care isn't improving with the other parts of your business, you face leaving consumers in the dark or driving them away.

Typical automation mistakes

Customer service automation isn't a one-size-fits-all solution. Organizations frequently make the mistake of misinterpreting the essential facts about automation: it is a continuous, repeated process.

A steady flood of usable information - at a very low cost - is one of the key advantages of customer service automation. An incredible stream of knowledge is served to you in order to enhance your goods or services. You can leverage this data to improve and adjust your customer support chain in the future.

Another typical mistake is failing to commit to the project properly. Since many different aspects affect the entire consumer journey, you should pay the same amount of attention to each of them. It may be enticing to automate only the parts of the process that are the easiest to adjust. Nevertheless, avoid this impulse to prevent system malfunction. The only bulletproof formula for success is a holistic commitment to ongoing growth.


With customer support automation, you'll be able to save time on repetitive work, which can then be redirected to consumers who want more participatory assistance.

In addition to cutting corners, these solutions will increase your accuracy and empower your staff to provide fantastic experiences that will make consumers devoted to your company.

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