Empower Your Customer Contact Management for Customer Support

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if everything is always about human connection and personalizing the conversation then why should you automate your customer communication well the myth the Lost tickets working overtime frustrated customer service reps your customers being pushed back and forth between departments that my friends will all disappear if you automate your customer communication let's make your life easier and get into how you can use automation to your benefit let's start with a statement the path to customer service automation is similar in many companies in most companies customer service is a process that arose organically it starts with a website a contact form and maybe one phone number however over time all sorts of bottlenecks merge sometimes you can only answer some phone calls or custom emails and wait days for response this is not because you or your team are lazy it's simply that the volume of inquiries concerns and orders exceed your capacity that's when procedure is usually come into play you plan the proper rules and dependencies the response time and the recurring questions list for a while peace reign but all it takes is one mistake where one of your employees is suddenly take time off and the chaos returns the good news is that since you already have the procedures in place introducing automation is relatively easy the bad no there is no bad news only good information from now let's start with what customer automation is and how it can help you customer service automation refers to Solutions like automated workflows chat Bots voice Bots or knowledge based software that helps businesses improve customer service operations it can help you deliver a faster Support Services to minimize the risk of human error maintain a consistent tone and voice in your brand Communications lower the cost of customer interactions or shorten the first response time one of the most important things about automating customer communication is knowing when to do it this will help you find a great balance between personal connection and proactive Fast Response rates there isn't an exact answer to when you should use Automation and when you should not do it it depends on your brand how many customers service reps you have if they are always available to answer your customers questions and many other factors however I can tell you that if you are in a swamp full of customer requests and your agents have missed several lunch breaks then it's most definitely time to bring in automation as a helping hand so here are four ways that you can automate your customer communication let's start with CRM CRM stands for customer relationship management and by definition it is an approach to managing a company's interaction with current and potential future clients and part of it is to use automation let's say you own a bakery that specializes in wedding cakes you've got a database of customers who bought from you in the past but you need to figure out how to keep them engaged and coming back for more with CRM you can segment your customers based on their behavior preferences and needs and later on automate the communication for example you can segment your customers who have purchased a wedding cake from you in the past year then you can send them automated messages that remind them of their anniversary and offer them a discount on their next purchase that's not all let's say you also want to Target customers interested in your cupcakes you can segment those customers and message them about your new cupcake flavors or offer them a discount on their next purchase using CRM you can send targeted messages that resonate with your customers and keep them engaged now change cupcakes and cakes to whatever you're selling and you should see what kind of potential we're talking about here in short Sarah might be a powerful tool for automating customer communication which allows you to save time increase engagement and build stronger relationships with your customers but that's only the first tool that we'll talk about today the next tool is chatbot a chatbot is software that stimulates human-like conversations with users via text messages on chat it's key task is to help users by providing answers to their questions Bots can chat with multiple users simultaneously and provide information within seconds because of that they are now used on a wide scale to help businesses and consumers communicate with each other on websites and mobile messaging apps while a chatbot can be used to provide excellent customer support it isn't the only task it can't perform once you've set it up it could also generate and segment leads and collect contact information name email company name and Company size it can also gather questions from users they can be integrated into a business's website or social media platforms so yes with Chapa automating your customer communication it will feel like a Summer Breeze alright enough about chatbots the following tool in our journey to automated customer communication is automated email marketing this is usually part of serum but it's so important that I decided to make a separate point of it do you know those welcome emails you get after signing up on a website or the email you get when your package has been shipped of course they're all automated now this is no surprise as it saves a lot of money so no matter what type of business you have you most likely want to use automated email marketing the most valuable thing about email automation is the ability to send relevant emails to the right customers at the right time by integrating your CRM software with an email marketing tool you can send personalized and targeted emails to customers based on their behavior or preferences which can help improve customer engagement and make communication more efficient here are a few things that automated emails might include order confirmations shipping confirmations birthday greetings abandoned cart notifications welcome messages for new subscribers email automation takes away the repetitive tasks while also helping customers learn more about your brand and also engaging with them through email even if it was automated for email automation I recommend taking a look at MailChimp and omniscend use automated phone systems with automated phone systems you won't have to worry about your team of customer service reps being always available the automated phone answering machines use self-service and advanced automated AI to pick up a call most of them work by answering the incoming call playing a pre-recorded greeting message that you can personalize or providing a menu of options to the caller there are two ways automated phone systems provide menu options to the caller interactive voice response short for ivr can be used to handle customer calls and provide information or support the caller only has to interact with the automated phone system by voice asking the caller to input a number from the options provided meaning the caller listens to the automated phone system and inputs one of the options available these systems can be programmed to provide customized responses to customer inquiries now you know how you can automate your customer communication to improve your business's efficiency and provide better or faster support to your customers let us know which type of automation you choose see you next time foreign [Music]