Should You Automate Customer Service?
Automating your business’s customer service needs is an excellent way to save money and provide top-notch client care. The great thing about automation is that it’s incredibly customizable. You can automate every business process and customer interaction, or choose a hybrid model. No business deserves a one size fits all solution, but every business can benefit from AI. Here are a few advantages, and a few tips on how to choose the right automated customer service provider.
Cost Savings
Traditional customer care is expensive, whether you have an in-house team or outsource with a third party. And, due to the inconsistent nature of customer questions, unpredictable busy periods and high inquiry volumes present another challenge.
Luckily, automation can reduce the stress on your customer service team by providing self-service options before customers speak to agents, or by providing automated agent transfers only when necessary. Because chatbots never sleep, automated service also means a reduction in costs for peak periods and after-hours service. Just be sure to do your research to find the best automation option for your business.
Better, More Accurate Service
Good customer service automation technology means better systems, streamlined processes and advanced technology. If you choose the right provider (again, remember to shop around and compare models) automated customer service means better experiences for both customers and potential customers.
Your customers expect 24/7 coverage, but they also continue to expect total accuracy. This means over the phone, through email, via SMS and more. The best way to handle this is a system that automatically updates answers across channels. And automation can give an instant answer, with the ability to retrieve up-to-date company or client information in milliseconds for a personalized experience.
Flexibility
You may assume that automating customer service needs means you won’t be able to customize service to your liking. Think again. With companies like Ameniti for example, you’ll control everything from customer-facing messaging to when customers are transferred to a live agent. This is something that not all companies offer, so make sure yours does.
How to Implement Automation: Our Expertise
Team Ameniti has been seeking and developing ways to improve customer communication for years. We’ve found that hybrid customer service, with the right blend of omnichannel automated answers and live agents, delivers the best service quality. After rigorous research and testing, we’ve created a model that can be easily integrated into any business or industry.