Customer support is vital for successfully driving any user-centric or customer-centric business. Your company needs to be responsive, and support customers in a quick and effective manner.
Why automating the customer support?
Have you ever encountered those touch-tone phone systems when you call authorities or big companies? They’re simply there, because they help the organization to reduce the work and also help customers to find the right answers faster.
When the quantity of support requests are high, your efficiency in support and the overall quality may drop significantly. This is when you need a customer support automation tool that can take away some of the burden and help both the customers to find right answers to their questions, and help you focus on customers which need more specific needs and require a more personal support.
What can become automated?
Well, pretty much a big part of the online support & help process can be automated. Basically, you need to use automation to direct customers who seek help:
- towards the right answers, or
- towards the right support agents who are specialized in different areas
To determine where customers should go, you have to ask a few basic questions first, then you’ll know what they need. This is the pre-support phase which determines the right support.
Knowing the answers, you can offer them the proper help, which could be sending a link to an online user guide article, or displaying contact information of the right support agent.
What are the benefits of automating support?
There are many beneficial aspects to having an automated customer support. Here are a few:
It saves you money & time
Previously we talked about the questions that are always asked when a support conversation is initiated. These questions determine the need, and then the support team give proper help.
So, these questions can either be asked by a real human, which means an extra customer support operator who naturally needs salary, or you can simply make a smart questionnaire using tool, which can take care of this pre-phase.
If you design your questionnaire well, ask the right questions and include right information, links, and answers, then your customers might find what they need even before talking to your support agents.
Divide the job efficiently
Your organization may have several support agents who are specialized in different areas, such as technical support, sales, refound, etc… or your company may have different sections and each of which having their own support team who have different responsibilities.
By asking the right questions, the questionnaire can automatically route the customers to the right support experts.
Automatically gather insights
This comes a great side effect of using our platform as an automated customer support program. We have a powerful analytics tool, natively integrated with our app, that displays beautiful diagrams and charts of collected data. This way, you can gather insights about your products or services, and easily follow the areas that people need your support for.
Having identified those shortage areas, you can then invest on improving them. It’s additionally possible to create sections of the collected data to track the effectiveness of your improvements. Over time, you’ll become better and better and customers may need less support. It’s like surveying people, while giving them a proper support.
Where do I start?
Define your first question
The help content for automated customer service questionnaires can be created with the information gathered from your website, like your FAQ page, or user guide page. These will pages easily tell you the most frequently asked questions by your users or clients.