Automated customer service workflows are all the rage in the industry today. Be it a B2B company or your everyday e-commerce brand; everyone requires a reliable and trustworthy customer service department.
Gone are the days when every time your client had a query, they would have to pick up the phone and get in touch with your customer service rep or write a long email describing their concerns. These methods of customer service are outdated, and it is so for a reason.
If you want to get rid of the old workflow and introduce something that enhances the customer experience on your platform, then you are in the right place. Continue reading to find out how you can completely revamp the way your customer service works. Also, learn about how you can make this workflow even better!
Top 5 tips you can use to automate your customer service workflow
It might seem overwhelming to discard your old techniques before you adopt new ones. However, with the help of these tips, the transition from your old customer service tactics to the new ones will be smoother than ever.
Here’s what you can do to automate your customer service workflow!
- Let your customers help themselves
What is the first thing you do when you encounter a problem on the internet? Every customer’s first instinct is to fix the problem themselves. People look for solutions online, and more often than not, they end up fixing these problems on their own. So, how can you help them?
If you want to assist your customers in such a situation, you could draft a comprehensive FAQs page and a support section on your website. Think of all the issues people generally encounter while using your services and answer these queries the best way you can!
2. Use a chatbot to save time
Using a live chat support system on your website will help you solve most of your problems easily. One of the best ways to save time and money, in this case, is to use a chatbot that is well-versed in your business operations.
People who have generic questions not present in your FAQs section can talk to your support chatbot. Then, this chatbot will identify the problems faced by your customer and look for a solution from the existing knowledge base. However, make sure to update this knowledge base regularly!
3. Use canned responses in live chat features
Canned responses are responses that have been used in the past with other customers. If you see a pattern in how your live chat reps communicate with the customers, you can create a database of frequently used responses.
Your reps can then copy these canned responses and paste them into the chatbox whenever needed instead of typing them out. That helps save time and makes your live chat feature more efficient.
4. Distribute work by automating queries
If you have a dedicated team of individuals that look after the support system of the business, you might want to automate query requests to make their workflow smoother. You can divide your staff into teams. Each team will be responsible for a specific type of query received from the customer.
Further, you can tag customer queries using automation tools and software that sieve through the words in complaint emails and chats to figure out the complaint. You can then forward the message to the respective team and solve any issue your customers face quickly and efficiently.
5. Make the most of email marketing tools
You can use email marketing tools in collaboration with your payment providers. It will help you send automated yet personalized emails to your customers once they go through with their orders. You will not have to worry about answering generic questions like order updates through your support channels.
Such information will be provided to your customers automatically through an email list. These email lists could also help improve your customer interaction and build a communication channel to solidify your client base.
To conclude with
Automated customer service departments are the future. If you are looking for ways to save money and make your business processes more efficient, you need to focus on running your customer service operations.
That may not always be your top priority, and it might not get the attention marketing strategies generally get. However, if you want to make a strong base for your business, this is the most effective way to go about it.
You can use customer service operations to build better relationships with your clients and improve the overall online experience of your users. Make sure you pick the right software for such tasks and invest in tech that can be upgraded frequently at first. This initial investment will have excellent returns in the future!
