Today, many industries rely on technology to operate successfully. More so, our current climate has forced businesses to shift to remote work, making digital reliance more critical than ever. Consumers are expecting great customer service no matter what, even when face-to-face interaction isn’t an option.
That’s where automation comes into play. According to Business News Daily, many business owners are already taking advantage of automation in one form or another, as it can be highly valuable to a company’s bottom line.
“Automation takes a lot of forms,” Fred Townes, co-founder and COO of a real estate tech company shared with Business News Daily. “For small businesses, the most important thing is [repetition]. When you find something you do more than once that adds value … you want to look into automation.”
Automation doesn’t necessarily mean sacrificing the customer experience, rather, it can better equip agents with the information and resources needed to better service customers. Customer service is just one of many factors business owners can automate and see improvements in terms of scalability and overall efficiencies.
Why is Automation Valuable in Customer Service?
AI in customer service has had a good reputation for some time. In fact, last year, research predicted that digital customer service options would increase by 143% this year. When automation handles the repetitive tasks, it frees up time for agents to interact directly with customers. With the help of AI, customer service agents have more time to interact with more consumers, with less strain, and see a major impact on scalability.
Customer expectations are different than they were a decade ago. Consumers understand the capabilities of technology and want to feel that businesses are taking full advantage of it. Businesses that utilise different service types online, such as self-service and full-service options, are providing their customers with flexibility. Giving customers the opportunity to help themselves, through carefully curated content and online chatbots, are a few ways to offer self-service. Since 67% of customers prefer self-service over talking to a company representative, this flexibility makes it easier for customers to get the answers they need as quickly as possible.
How Can Businesses Make the Switch?
If your business has yet to implement customer service automation, you’ve come to the right place. Kustomer strives to make personalised, efficient and effortless customer service a reality for any business. As a multi-channel SaaS platform with powerful AI capabilities, Kustomer enables companies to contextualise all conversations to not only better understand each customer, but also to eliminate the distracting, time-consuming tasks that fall upon agents.
From cross-channel conversations to automated business processes, the Kustomer platform can help your business improve overall efficiencies by automating routine actions and eliminating manual tasks altogether.
Interested in learning more about how automation can change your customer service reputation? Contact Kustomer today to get started.
