Automated customer service
We live in an increasingly connected age, where you can get real-time updates on practically any topic and connect packages to your door the next day with the click of a button.
The result of this connection is that customer expectations change rapidly. One area, in particular, is customer service.
When consumers have questions or problems, they want answers immediately. If you fail to meet these expectations, you risk turning existing customers into former visitors and going to competitors.
The obvious answer seems to be to provide better customer support. But it’s not that simple.
There are challenges on both sides: companies have to spend resources to deal with customer needs and use WhatsApp Chat Bot services, and customers want a smooth way to get help immediately.
WhatsApp Chat Bot services help customer service meet these challenges.
We’ll take an in-depth look at what customer service automation is through WhatsApp Chat Bot, and how it benefits support teams and customers.
What is customer service automation?
Customer service automation is about using technology to understand the customer’s needs and provide appropriate solutions, with or without human participation. Automation allows corporate customer service to handle service requests on a large scale, saving time and effort for support teams and customers alike.
An example of automated customer support is the use of WhatsApp Chat Bot — an AI-powered solution to simulate conversations with customers and solve their problems. WhatsApp Chat Bot can help with customer inquiries and provide links to useful sources. They can also provide instant solutions to problems that are frequently reported by automating customer service and workflows.
What are the benefits of automation for customer service?
Simplifying common and frequent orders allows companies to focus more attention on important customer interactions, here are some of the advantages of automating customer service.
Faster response times through customer service automation
Today’s customers don’t want to wait long, especially if they have a problem with a product or service. In fact, 75% of online customers expect to respond in just five minutes.
Long waiting times are likely to frustrate and even upset customers. This is where customer service automation solutions such as WhatsApp Chat Bot and self-service portals become useful where customers can use them to get answers quickly instead of shooting an email or contacting customer support.
Reduce overhead costs through customer service automation
Customer service automation can go a long way in reducing overhead costs. From customer service teams to large companies looking to expand their support, customer service automation can convert a large part of the support tickets, saving money and reducing recruitment costs.
24/7 support through WhatsApp Chat Bot
It is fairly common to provide support during local working hours. But if the customer has a problem outside those hours, you risk disturbing them if they have to wait until the next day for support. 24-hour immediate assistance is very important in industries such as hospitality or banking, where problems are more time-sensitive.
Let customers know that you are responding to their needs by providing 24/7 support. Offering a self-service portal, WhatsApp chatbot or website tool allows customers to quickly find answers, whether it’s midnight on a weekday or early.
Improving the productivity of customer support representatives
In customer support, performing the same tasks or answering similar customer queries over and over again is not the best use of proxy time. Answering questions such as “What are your working hours?” or “What is the status of my order?” day after day can drain the agent’s time and energy.
Using ready-made responses allows your team to respond faster to FAQs without having to type them manually each time. In addition, WhatsApp Chat Bot goes a long way in saving your team time.
Improved customer service metrics
To determine what works in automation efforts, you need the right data to help you make informed decisions. However, 36% of customer service leaders say tracking productivity and performance is one of the biggest challenges facing their teams.
Tracking customer service metrics such as solution times, customer satisfaction scores and ticket sizes will allow you to monitor performance. By implementing WhatsApp Chat Bot for customer service, you should see an improvement in all your key support metrics.
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