Any customer engagement occurring through automated means and without the assistance of live agents is called an automated customer service. If carried out appropriately, it can be an efficacious means of customer engagement as it would save time and money for your business and consumers alike. Apart from this, it has a number of other benefits to provide to your business:
Enables a consistent workflow:
An automated customer service is basically about setting up specific workflows and processes well in advance. Workflow automation involves considering the best practices so as to speed up the way your team works. When implemented, automated customer service introduces consistency into the workflow.
Helps in customer retention:
When you consider automating your customer service, your customers are able to get the most out of your products and services. This enhances the customer experience. This further leads to increased satisfaction levels enabling you to retain your customers.
When the tasks and workflows in an organization are shifted to an automation tool, there is a decrease in human errors caused during the handling of mundane, repetitive tasks.
It is cost efficient:
Introducing automation into customer service such as making use of personalized email marketing automation eliminates the need for your sales team manually nudging customers in the right direction, time and again. This further enables you to offer faster and better support at the same customer acquisition cost.
Enables customer segmentation:
An automated customer service makes it easy to segment your contacts according to their interests. You can then tailor your products or services accordingly so as to enhance customer service, boost customer satisfaction levels and hence inflate your profits.
Reduces payroll expenses:
You can actually leverage customer service automation so as to eliminate the requirement of live agents for handling the menial tasks hence allowing staff to further develop their skill sets and focus their expertise on more complex business matters. This eliminates the need of hiring additional staff to handle increasing workloads. In other words, effectively helps reduce payroll expenses.
Source: Live Chat Agent