With customers becoming digitally exposed and demanding, speed is their foremost expectation from any service they invest in. Automation of daily life is no more an unusual occurrence.
In this article at Richmond Systems, the author explains that customers’ patience is thin on the ground. So if they have used automated support even once, their interest in your product or service will fade fast as they encounter any delay or failure.
Gear Up Fast
According to a recent Gartner report, about 85 percent of customer interactions will be automated, without any human intervention by 2020. To prepare yourself for this level of automation, follow these smart steps:
- Perfect Process: Automation of a failed process is amplifying the ongoing issue of customer support, thereby, ensure the process you choose must deliver seamless automated service. Also, you must have sheer confidence that the automated process is repeatable. A perfect process fortifies all customer support automation.
- Tools for the Job: Ensure selecting a tool that everyone in the team and most essentially the customers enjoy using. Your endeavors will remain useless if the internal or external consumers do not wish to use them. There are enough productive tools available online that can extend a great self-service gateway to learn and play seamlessly.
- Test & Test Again: Customer support is evolving constantly. Fast changing policies and the arrival of new products have changed customers’ expectations. There is nothing known as a finished process anymore. Thereby, constant testing and feedback gathering are vital to improving the products and services.
The author believes that automation is the ‘eyes and ears’ of new age consumers. Thereby, closely monitor your consumers and offer them the best to keep them intact with your brand for long. Click on the following link to read the original article: https://richmondsys.com/news-info/2018/5/9/3-steps-to-make-your-customer-support-automation-thrive