When is Customer Service Automation the Right Option?
of businesses will compete mainly on customer experience
of buyers are willing to pay more for a great customer experience
Is the saving using Automation through Chatbots in retail
Building and maintaining customer relationships used to be easier. Simply assign a personal, responsible account rep to handle any questions or concerns. However, this is no longer the case.
Thanks to technology, the demands on contact centres have changed. There are more communication channels these days, with calls and emails on the decline. Whether it’s email, social networks, apps, chat, web, messaging, phone or face-to-face support – contact centres need sound strategies across all communications channels, which is complicated and demanding.
Many of our clients battled with this the challenge of an overwhelmed contact centre team. Read on to find out our solution.
Is AI the answer?
At present, customers don’t like automated responses on social media or automatic routing over the phone. Press 1 for sales, 2 for delivery and 3 for an obvious lack of support. But with a huge increase in AI investment in recent years, companies are now armed with a range of new, more sophisticated options.
Human-like chatbots are just the beginning. Implemented correctly, automation can boost operation efficiency, reduce costs and actually improve the overall customer experience. The question is: how do you find the right balance between automation and human support?
Gartner estimates that bots will handle 85% of customer service calls by 2020.
The balance been bots & humans
Agents and automation each have great things going for them. Customers will appreciate chatbots being used proactively, to resolve simple queries. However, there are times when a quick fix isn’t possible and only a real conversation will do – even if it’s by social media.
There are advantages for both sides of the coin, so why not take advantage of both?
At Aura Alliance, we understand the challenge of customers escalating from self-service to assisted-service channels in multi-language contact centres.
Our CX team will work with you to deliver the right digital channels, striking the perfect balance between automation and the all-important human touch.
We help brands provide social customer service that is fast and efficient on the front-line. It’s personalised and empathetic for customers who need to communicate directly with agents. Who wouldn’t want to strike that balance?
Integrated customer profiling
The more you know about your customers, the easier it is to serve them. Agents who are informed about customer habits and preferences are better equipped to predict the subject matter and style of service required on incoming queries
The solution? Social customer service software with integrated customer profiles. Agents have all the necessary information at their fingertips and can focus on the personalised service that only a human can provide.
Customer engagement channels
Customer experience has a huge impact on how people feel towards your business. We use our in-depth domain expertise across key self-service channels to help you meet your customer engagement goals.
Whether that’s transitioning from basic services like tactical chat to a more comprehensive omni-channel approach. Accelerating digital channel performance. Finding ways to optimise customer service costs. Or something else entirely. We support a full range of digital channels including email, chatbot, assisted chat, authenticated self-service portals, messaging, FAQ & social.
Integrated customer profiling
The more you know about your customers, the easier it is to serve them. Agents who are informed about customer habits and preferences are better equipped to predict the subject matter and style of service required on incoming queries
The solution? Social customer service software with integrated customer profiles. Agents have all the necessary information at their fingertips and can focus on the personalised service that only a human can provide.
Customer engagement channels
Customer experience has a huge impact on how people feel towards your business. We use our in-depth domain expertise across key self-service channels to help you meet your customer engagement goals.
Whether that’s transitioning from basic services like tactical chat to a more comprehensive omni-channel approach. Accelerating digital channel performance. Finding ways to optimise customer service costs. Or something else entirely. We support a full range of digital channels including email, chatbot, assisted chat, authenticated self-service portals, messaging, FAQ & social.
