The term Customer Experience (CX), or Customer Experience in Portuguese, is the watchword in customer service and is consolidating itself as a practice in organizations that want to grow and retain their customers.
In this context, the customer service area becomes extremely important for any company that wants to survive and grow in a competitive market. However, in recent times, the demand for customer service has increased and, even with more employees working, many companies are finding it difficult to meet all these demands in a timely manner. In fact, the traditional form of customer service with humans will hardly be enough. It is necessary to make room for the alternative of the future — which is already here. The time has come for humans to share the workload with robots.
Let’s talk a little about automated service to improve the customer experience? Keep reading!
WHAT IS AUTOMATED SERVICE AND HOW DOES IT WORK?
Automated customer service is a form of service that uses technology to offer support and solutions to customers in a more agile and efficient way that human service cannot provide. This form of service senegal whatsapp data can be carried out in several ways, such as:
Chatbots and voicebots: These are software programs that use artificial intelligence and predefined processes to talk to customers and provide immediate answers to their demands, and can act as a tool for clarifying doubts or even providing active support. They can be used on platforms such as Instagram DMs, Facebook Messenger, WhatsApp, company website chats, telephone support, and more.
Automated emails: These are pre-programmed email messages that are sent automatically to customers, usually in response to a specific action the customer has taken. For example, a thank you email after a purchase, an email with order tracking information, or even an email promoting a new product and/or service.
SMS: just like email, SMS can be used to send automatic messages to customers, such as appointment reminders, booking confirmations, billing, among many other possibilities.
Automatic responses on social media: Many companies use automatic responses on their social media to speed up customer service. These responses can be used to inform customers about opening hours, addresses, and other basic information. In addition, they are an immediate response to contact, showing the customer that the company is available.
Self-service tools: these are systems that allow customers to perform certain tasks without the need for human assistance, such as changing passwords, updating registration data, among others.
Customer service automation is a growing trend in the market, and it's no wonder, given the many advantages it brings not only to the company, but also to the impact it has on customer satisfaction. If there's one insight you should have at the end of this text, it's this: automated customer service is still a differentiator, but it will soon become a basic necessity; take advantage of it while you still can differentiate yourself and get ahead! Did you read this topic correctly? All of these forms of automation are valid, but do you know what brings the best results? It's not using a specific one, but using several together!
HOW CAN AUTOMATED SERVICE IMPROVE CUSTOMER EXPERIENCE?
One of the simplest ways to understand the importance of implementing customer service automation is by understanding the advantages for the company and the benefits that this action brings to the customer experience:
24/7 AVAILABILITY — In other words, customers can have their needs met at any time, without having to wait for the company's opening hours or for a human attendant to respond. It's the perfect solution to meet the expectations of an increasingly rushed and impatient audience.