What is Customer Service Automation? Statistics and Trends 2019

Customer Service Automation minimizes the human factor while assisting clients. Automation help saves agents time by carrying out recurring tasks. 

Customer Service Automation is especially for those who are struggling to meet consumer demand. 

The main advantage of customer service automation service over traditional service is that it can run 24/7 without any additional cost. 

Two primary objectives of automation are:

• Reduce Labour cost
• Improve Customer Experience
  

Customer service industries and departments are now capitalizing on new technologies that automate their workflow. 

Customer Service Automation Stats and Facts

Importance of Artificial Intelligence (AI)

Automation increase the responsiveness of customer support. Systems with embedded AI can identify system issues and respond in real-time.

Nowadays, there is a lot of struggle to deal with a huge number of queries, with the help of AI and automation this task is automated and agents are provided with real-time reports to serve clients quickly.

AI, Machine Learning and Big Data can deliver an unmatched level of personalization to target the customers.

Multichannel Customer Service

There are a plethora of customer service automation channels leveraging which increases the number of customer touch points.

Multichannel customer service provides customers with options to use their preferred channel. 

Offering Live-chat service can be a great way to connect with customers in a more personalized way. Live chat has the highest satisfaction level compared to any customer service channel with 73%.

Social Media is a Customer Service Channel

Social media customer service automation is important to retain customers for a longer period of time. The main purpose of social media is two-way communication.

Social media also acts as a forum to complain when brands disappoint. 

On social-media 42% of consumers expect a customer service response within 60 minutes.

Chatbots can transform your Customer Experience

Chatbots are an integral part of customer service automation.

Chatbots seems to be the next big thing in the business. Brands launch chatbots on various platforms such as website, messenger to handle customer queries. 

According to a Gartner report, by 2020, 85% of all business interactions will not include humans. 

A fastest and cost-effective way of customer support is self-service. 

According to a report by Microsoft, 77% of consumers have used a self-service portal. 

Great customer service generates increased revenue for the business. Customer Experience (CX) has become a critical focus for enterprises. 84% of companies are working on to improve their CX to increase revenue.

Benefits of Customer Service Automation

Customers foremost expectation from the company speed. Customer Service Automation can help in that regard.

Reduced Customer Interaction Time

When a customer interacts with the company, they expect a faster response time. Longer wait time is a huge negative point. To reduce customer interaction time companies can make use of automated support channels. 

It can be achieved with the use of Interactive Voice Response. IVR lets callers interact with the respondents using keypad. It saves time of your agents by automating monotonous tasks.

Automation also helps you to improve your customer retention rate as interaction with them would become more seamless.

 Low Cost

To reduce wait time and to deal with large number of customers needed more employees. Hence, many companies started to use automated services which helped them to work efficiently in a compact team. 

Automation services are costly to implement, but often they come in subscription based plan. So you only have to pay according to your usage. Some of the services are CRM software, Dialer System, etc. 

Streamline your workflow

Use of automation can help your agents save time by automating repetitive tasks and save money by prioritizing human efforts where it’s needed the most. Agents are able to focus more on critical touch points of the customer journey. 

Some of the effective customer service automation tools are:

• Push notifications
• Chatbots
• Voice Broadcasting
• Real Text Messaging (SMS)
  

Virtual agent systems can handle 80% of incoming request. 

We would love to help you. 

Call2Dial Inc. excels in delivering automation based services specially tailored for customer support industry and departments. Some of our services best suited for you are Enterprise Predictive Dialer, Real-text Messaging, Enterprise IP PBX Software, Voice Broadcasting, and Ringless Voicemail.