Automate sales content for Technical Support

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Automation is the rage in business and why the hell not absolutely you should be automating where possible to increase efficiency but nobody really talks about the parts you should hey guys it's traffic from neighborhood where we help brands find sell and keep their people there's a place for automatic customer service but don't be too quick to rule out the human element altogether customer service is at the forefront of successful businesses and customers have come to expect world-class service regardless of what they're buying the most important factor for customers nowadays is short response times when dealing with support to provide exceptional customer service and short response times it doesn't necessarily need to cost a business an arm and a leg to be efficient we've touched on automation before and how it can save you amount of time and money and make you look like you're spinning 30 plates at once in customer service it's no different with the right automation you can provide your customers with the support they need without having to lift a finger but that's not always how things play out if you don't want to accidentally create more work for yourself and your customer then listen up the do's do use it for categorizing inquiries to gain more context we're big fans of live chat and chat BOTS as a part of your customer service strategy setting up a bot to answer your customer service queries can save you time and the convenience for your customer is next to none if certain departments look after certain queries rather than heading to a central Inbox and your team can make contact to ask more questions set up that chat bot to ask those questions for you based on their answer you can connect them with the right person in the right department and go into that conversation with clear context do sending follow-up emails and communication once you've solved the users issue a well-timed follow-up email to check in to see if the issue resolved or a transcript of your support session can show you're serious about helping them set up automation to follow up a support issue within 24 hours of it closing to ensure everything is being done to help and there is no frustrations or pain points left unanswered there is nothing worse than having part of your question answered and the support team completely tapping out do have your automation answer questions where possible if you have a knowledge base or FAQ then set up your chat bot or forms to the user to suggest articles to read although they may not necessarily find the answer they're looking for in most situations with the right knowledge base the question can be answered without the need of the user support team an important part to note is to ensure that regardless if they find an answer or not with the automated chat bot that they have the opportunity to be linked directly with a member of support team do automate your Net Promoter scores for responses both positive and negative Net Promoter scores are a way of tracking how customers are feeling each month or quarter this is especially important for long-term relationships but they work equally as well for one-off sales it allows you to get real-time feedback from your customers and helps you identify issues and areas to improve your service as a part of your customer retention strategy is absolutely vital to always be improving if you don't already collect Net Promoter scores from your customers then we've got a trick on getting more customer reviews that you'll absolutely love do collect the users information right off the bat if your team are too busy away from their desks or it's outside of office hours you need a way to get in contact with that customer the very first step in a customer contacting support through a forum live chat or over the phone should involve you collecting their name so that you can address them personally and their email address so that if you get disconnected you can still contact them again this is essential if they aren't already a paying customer or lead it gives you important contact information which then can be passed on to the sales team now let's move to the do nots do not automate every single step although it will save a lot of time to automate your entire customer service process sometimes it takes a real human to solve customers problems if they want to get in touch with a real human make sure they have the option at every single step of the way do not be robotic and insincere people will know when they're talking to a robot and that is completely fine in most situations but if as part of your process there is a robot trying to be sincere and understanding there's a risk of it sounding patronizing imagine a funeral home having a robot say we're very sorry for your loss when you rang them it wouldn't be sincere and the customer would see straight through it the same thing with I bet that's frustrating I understand coming from your chat bot you sit there thinking do you actually understand robot if you're going to set up automated services ensure they are properly sincere and aren't trivializing people's issues at all it's a sort of approach that turns an upset customer into an absolutely angry one do not automate for the sake of it just because you can doesn't mean you should we're all for automating where possible but if a lot of your relationships are built on one-to-one conversations then keep the human contact present if it's at an overwhelming point then it could be time to automate but people still need the human side of support so don't rule it out completely if it over complicates the process for both you and the customer just scrap it completely do not be annoying if it would be annoying if a person did it don't make your automation do it the whole point of automation is to ensure the process is quick hassle-free and simple for both you and the customer if it would be annoying to be transferred to multiple people asking the same question over and over again chances are it'll be annoying if your chat pod did it as well so don't make the automation send customers here there and everywhere delivering world-class customer service is now expected of businesses so if there is a way to simplify and automate the process then we're on board when automating customer service if there is just one thing you take away from these do's and don'ts let it be that the customer should always be front of mind if automating makes it frustrating and hard to get real answers then find a solution in your automation or speak to us for advice on how to automate your processes if you found this video helpful then feel free to share it with someone that you know that needs a hand with automating their customer service you can also subscribe to our blog where you'll find a bunch of tools tips templates to help you find sell and keep your people just like neighborhood does and that's it for me happy servicing [Music] [Music]