Support automation is a process that increases the value of customer offerings with a reduction in the cost of doing business. Any innovation that streamlines or oversees customer support functions can be determined as support automation. As an integral piece of CRM, Customer Support permits businesses to oversee business connections adequately in order to improve and sustain customer loyalty and retention while decreasing overall business costs. It permits organizations to recognize issues, comprehend customer needs, track all communication, and gain analytics on performance.
As organizations extend their customer base, extra weight is set on their customer support teams. That is, on the grounds that more customers mean more support demands, and except if you procure more reps, your group will require help dealing with the spike in volume. This is the place support automation extends your group's capacity and lets you unravel more cases with fewer operators.
Automating support tasks not just assumes a significant job in scaling your customer support group but also scaling your business in general. Without a doubt, you may like your traditional, manual method for getting things done. Be that as it may, as you acquire customers, your reps will get exhausted attempting to shuffle each approaching queries. What's more, when reps are overworking the quality of your support drops. With 33% of customers ready to churn after one poor service experience, support automation could be the difference between the developing or plateauing customer base.
Proactive support implies getting in front of a customer issue before it heightens or even occurs. Proactive support and commitment can help creates customer trust and long term connections, yet what precisely does it mean? Proactive commitment implies identifying methods by which customer experience can be improved without the customer requesting it or even knowing that it’s possible. For instance, a message telling a customer that her flight is not on time, an email educating a customer that a new design from their preferred shirt brand is available, or a phone confirming to guarantee that the delivery address on record is right.
Proactive support and engagement go well beyond standard reactive support. Responsive support implies trusting that a customer will connect with an issue—yet regardless of whether you have a solution to give, the customer is likely previously disappointed with your image. Trusting that a customer will connect with an issue resembles trusting that your houseplants will begin withering before you water them.
Proactive Support Automation
This is the approach which is a blend of proactive support and support automation. It means providing support with automation even before a customer approaches the organization with his/her issue or even before a problem is developed. Since it blends two innovative concepts, the outcome is something that organizations should focus on.
Chatbots are becoming a great tool in the support automation industry. They have been growing in use. From being rule-based to now getting powered by AI, they are improving on a constantly increasing scale. Chatbots are changing the notion of customer support. They are being able to change the customer perspective of interaction more towards them rather than humans. Today, the percentage of people preferring to chat with bots in increasing.
Some benefits that chatbots bring in are:
As we move into the time that is endeavoring to use leverage artificial intelligence and machine learning to a great extent, one developing innovation picking up force is RPA - which stands for robotic process automation. While most organizations are as of now acquainted with RPA in a generic sense, as an automation answer for backend processes, another type of RPA is emerging toward the front, one who is conveying successful, cost-sparing answers for customer support technological and operational difficulties. This "customer-facing" RPA is subsequently helping call centers accomplish more, and thus, significantly improving the customer experience.
The customer journey starts with the absolute early introduction that a customer forms of the brand and envelops all the encounters and encompasses all the touchpoints over the whole customer lifecycle, including every one of their needs, preferences, and pain points that develop en route. It's at these different touch focuses where RPA can genuinely be transformative. Without a doubt, while back-office automation is urgent to decrease the strain and offer help to the front office, customer-facing RPA can totally change the whole customer experience:
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