6 customer service automation best practices to follow
Customer service automation software is only as effective as the initial setup.
If you don't set up workflows or create canned responses for customer service representatives, you may not be able to delight your customers.
Here are a few automated customer service best practices to help you improve the customer experience:
Allow access to human customer service reps
It can quickly become frustrating for the customer if you only use chatbots with limited functionality and responses. Even if you don't have a full customer service staff, you should still have someone available to answer customer inquiries promptly.
Not doing so means potential customers could fall out of the customer journey because they'll have to email your business and wait for a response. When you respond, they may no longer be interested in your products or services.
In addition, even automation software can't do it all. Many people prefer a human touch to feel like the business cares about its complaints instead of building a barrier between itself and the customers. You can quickly lose prospective and existing customers if you rely too heavily on service automation software.
Add live chat to your website
A live chat option on your website will help customers easily connect to customer service reps in real-time. Live chat has a higher engagement rate than chatbots because they allow customers to interact with humans who they know can solve their problems.
Adding a live chat to your website also enables you to monitor conversations to find the most common questions and find new ways to address them. For example, if you realize you have common questions about your return policy, you can add them to an FAQ section on your site.
Alongside a live chat, you can use chatbots to handle inquiries during off-hours or initial interactions to help segment customer inquiries and separate common questions the bot can answer from those needing human intervention.
Create self-service options
Knowledge bases and FAQs can help customers find answers to their questions before they contact your business, freeing up time for customer service agents to focus on more important customer issues. In addition, preparing self-service tools can help customers resolve their own issues whenever possible.
Of course, to create these options, you must know what common questions your customers have. This is where monitoring the live chat conversations can help because it allows you to identify the most important questions to your customers to help them stay engaged on your website instead of getting distracted.
A knowledge base should incorporate everything from troubleshooting and FAQs to how-to guides. For example, if you operate an e-commerce business that sells clothing, you may provide how-to guides for how to wash them to prevent shrinkage or pilling.
Customer service automation tools can integrate with customer relationship marketing automation tools to improve the customer experience at every touchpoint.
If you have important news to share about new products and services, you can use the information you've collected on customers to send a targeted marketing campaign.
In addition, your customer service automation tools can enhance your marketing strategies by telling you what customers want to know about your business.
Look at common questions about your products to determine whether or not you should update the messaging in your marketing campaigns to educate customers.
Use canned responses
Canned responses allow you to scale your customer service processes by answering questions more efficiently. Having templates for reps to edit when talking to customers via live chat can reduce the time it takes for issues to be resolved while making agents more productive.
Of course, one of the biggest complaints about automated customer service is that it lacks a personal touch. Even though customers can talk to a live agent, the agents working with canned responses might not personalize them enough and will instead sound robotic, causing further frustration for customers.
Therefore, when using canned responses to save time, you should ensure your reps personalize them enough to solve a customer's problem and provide them with a better experience.
You won't know whether your automated customer service is working and delighting customers if you don't ask them. Gathering customer feedback after a problem has been addressed is crucial to ensure you provide customers with a good experience, whether using live chat or chatbot software.
Of course, you should get this feedback immediately after interacting with your business when customers are more likely to share this information with you. Luckily, many customer service automation solutions make it easy to collect this information by using an automated prompt to ask for star reviews.
Get the most out of your customer service team by automating tasks
With the right customer service automation software, you can improve your customer service and allow agents to focus on interactions that require human intervention. Improved speed to resolution, efficiency, and productivity can improve the customer experience to delight customers no matter where they are in the customer journey.
Mailchimp makes it easy to improve the customer experience with its marketing automation tools. With automated customer service, marketers can collect valuable information about their customers to offer personalized experiences at every touchpoint. Try our free marketing automation tools to get the most out of your customer service team.