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August 3, 2023
10:36 pm
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Customer service automation: what is it, what are the advantages, and how to do it?

Automated customer service is a customer support method that operates through a technological system, requiring no human intervention, but capable of understanding and resolving customer needs. It relies on artificial intelligence and RPA (Robotic Process Automation), which are technologies that allow automated processes to function through "robots".

Automating customer service has become a necessity for companies that want to adapt to market changes and the expectations of increasingly demanding and well-informed customers. Digital transformation and the Covid-19 pandemic only accelerated this process, causing online commerce to expand and consumers to seek quality, fast, and transparent service.

Some of the most commonly used technologies for automating customer service are:

Customer service chatbots: These are programs that simulate human conversation through text or voice messages, and can respond to customer questions and requests quickly and in a personalized way. They They can be integrated into various communication channels, such as websites, apps, social media, and WhatsApp.
Automatic sending of replies via email: It's a way to automate sending standardized messages to customers, such as order confirmations, payment reminders, thank-you notes, satisfaction surveys, and more. This practice helps keep the customer informed and engaged, as well as saving time for the customer service team.
Interactive FAQs: These are pages or sections on websites or apps that gather the most frequently asked questions from customers about a particular topic, product, or service, and offer clear and objective answers. They facilitate access to information and reduce the demand for human customer service.
Virtual assistants: These are software programs that use artificial intelligence to interact with customers via voice or text, and can perform various tasks such as scheduling appointments, making reservations, providing information about products or services, among others. They can be integrated into devices such as smartphones, computers, smart speakers, and smart TVs.

The advantages of automated customer service are numerous, both for companies and customers. Some of them are:

Greater availability of service: Automation allows customers to be served at any time of day or night, without depending on the availability of human agents.
Solving problems quickly: Automation allows customers to have their questions and requests resolved in minutes or seconds, without having to wait in lines or be transferred to different departments.
Greater ease in customizing approaches: Automation allows customers to be segmented according to their profiles, preferences, and interaction history, and to receive personalized offers, recommendations, and content.
Reducing waiting times: Automation allows customers to be served immediately, without having to wait for a human response.
Cost reduction: Automation allows companies to save financial and human resources by reducing the number of agents needed for customer service, as well as expenses related to infrastructure, training, and turnover.
Increased productivity: Automation allows companies to optimize their internal processes by eliminating repetitive and bureaucratic tasks, and by freeing up human agents to dedicate themselves to more strategic and complex activities.
Increased customer satisfaction: Automation allows companies to offer high-quality, fast, and efficient service that meets customer expectations and needs, generating trust and loyalty.

To automate customer service, you need to follow a few steps, such as:

Map existing customer service processes and identify areas for improvement., automation opportunities and customer needs.
Choosing the most suitable technologies to automate customer service.taking into account cost-effectiveness, ease of use, integration with other systems, and data security.
Test and implement automation solutions gradually and in a monitored manner., checking if they are functioning correctly and if they are generating the expected results.
Train and empower the customer service team to use automation tools. and to handle cases that require human intervention.
Collect feedback from customers and agents about the service experience.and use this data to evaluate the performance of automation solutions and to make continuous adjustments and improvements.

Automating customer service is a strategy that can make all the difference in today's increasingly competitive and demanding market. By using consumers' senses to create memorable experiences, brands can sell more and stand out in the market.

Are you already using customer service automation in your business? If not, don't waste any time and start enjoying the benefits of this strategy today. And if you need help, talk to a Matrix consultant.

THE Brazilian Matrix We are a leader in artificial intelligence and digital communication through chatbots and have the most complete digital and telephone customer service platform on the market. We integrate the most diverse channels, automate conversations, and transform businesses! Talk to a consultant and automate your customer service!