Today, the world revolves around technology, and the customer support industry is no exception to the rule. Just a couple of decades ago the only way to reach out to a company was by sending a letter, then telephone support came, and nowadays even that is starting to become out-of-date. The truth is that automated systems have taken over several services that call centers offer. Follow along and find out what customer service automation in the contact center industry is all about, and some examples of how it is already being implemented in our practices at Callzilla.
What exactly is service automation?
The simple explanation is, “any service that does not require human involvement other than the customers’”. These services are especially useful when the call volume is at its highest, and the amount of available agents is not enough to handle all inbound calls. These services have also taken care of more time consuming tasks, like measuring customer satisfaction and creating databases. This automated processes improves the overall customer experience and provides even more cost savings for your business, since live agents will only have to worry about providing support.
ChatBot, a tool that improves by itself
These effective ChatBots answer your inquiry faster than any person could write. The ChatBots’ mission is simple: give a real time responses to customer requests in the most efficient way possible, avoiding the long waits that one might encounter when calling to a customer support line. More recently, Callzilla has improved this service by adding a self-learning tool that uses Artificial Intelligence (AI) to recognize patterns, suggest possible responses to questions not previously asked, and allow tracking of the tool’s learning curve.
Interactive Voice Response, an efficient way of managing customer support
Also known as IVR, this service works as an “information booth” for customer support. The customer calls, and through an automation framework IVR directs said customer to the appropriate department or support team. At the same time, IVR sends the customer’s query to the representative, avoiding having to repeat all the information to each of the agents that interacts with them. These programed workflows save time for both customers and agents, and enhance the customer experience as a whole.
Automated Customer Satisfaction Surveys, a customer experience measuring tool
CSATs are the perfect example of how automated customer satisfaction tools can make everyone’s work easier. After the call with the live representative has been completed, the customer is redirected to a survey, where the can answer a series of questions regarding their overall experience, satisfaction with the solution provided, and how likely they are to recommend this service. Without this automation, agents would have to conduct these surveys, which was a time-consuming task that affected the flow of calls taken. Customers are also more likely to give honest feedback to the automated service, rather than the agent that they are grading.
These are only some of the various tools you can acquire when outsourcing with us. We hope this entry has given you a good idea of how technology makes our customer support services more efficient, and we highly recommend you check out our outsourcing guide for more info on the benefits of working with Callzilla.