With so much of the business that is being conducted around the globe today being done over the internet, it is important to think about customer support automation and the ways it can vastly improve your overall customer support experience. However, this is a delicate process that must be undertaken very carefully, because an overly hasty or poorly thought out automation process will result in customers feeling depersonalized, and will only result in loss of revenue and poor social media feedback if it is allowed to continue without any restraint. Here are three ways you can keep your customer support experienced personalized, even as you continue to automate and modernize it.
This may seem like a point that should not need to be repeated, but it is one that businesses often seem to forget: customers are the very life blood that keeps their doors open and their lights turned on. Business exists to provide a good or service, such as customizable customer support software, to people who need it. Most companies have an entire department devoted to making sure that not only was the actual transaction a positive experience, but if support is needed afterwards, someone is there to help the customer with that as well.
As anyone who works in customer service can tell you, it is not uncommon to be asked questions that are outside your purview and that you might not be able to answer as effectively as another department can. By having an effective complaint management solution built into your customer service department, you will be able to route a customer’s complaint to where it can most quickly be solved. In return, increasing not only their overall satisfaction, but also allowing your customer service team to assist more customers within a set time span.
As the Internet becomes the world’s largest marketplace and continues to largely replace traditional brick and mortar retail stores, consumers have never had more options then they have right now to purchase a product from any retailer who may be selling the product. In short, if you want to buy something like shampoo, you can buy it from Wal-Mart, Target, Amazon…the list goes on and on and on.
While it may have seemed like something out of a science fiction movie just ten years ago, the reality is that artificial intelligence is impacting every step of our lives already, from the way products are assembled to even the way we date. Customer service, especially the self-service aspect of it, is no exception to these sweeping changes.