What is Customer Support Automation? Explained with Examples, Pros and Cons

What Is Customer Service Automation? Full Guide

automated customer service

Although the software has a monthly subscription or license cost, ROI can be quick and significant. Yes, with the right approach, automation can enhance the customer experience. It improves your service quality by eliminating human error and improving consistency and accuracy, leading to a better customer journey and higher satisfaction rates. So, here we provided five steps to automate your customer service process without triggering robotic responses successfully.

As a business grows, it gets more challenging to stay on top of traditional means of communication such as email. Centralization gives customers the familiar email experience they want but provides you with an automated system for delivering it. Standardized or canned email replies allow customers to get help through a preferred channel and help you build deeper relationships by making them feel listened to and valued.

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Also, messaging applications are a new trend to provide CSA, as millions of people are available on messaging channels such as WhatsApp and Instagram. This makes it easier to communicate with the agents for everything in a one-stop platform. It could be to reduce the load of high volume or remove redundant tasks from the human agent’s purview. Use AI to help you come up with variations of it (different possible ways your users can ask the same questions). Hence it’s essential to get as much feedback from them as possible and plan your next steps for the business accordingly.

automated customer service

But with a vast array of customers, it becomes impossible to keep an eye out and collect their views on time. But with the growing size of the customers, it becomes difficult to respond to them on time or even get back with the appropriate response. If they left a one-star rating and angry comments, schedule a call from a customer service manager.

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Regularly monitor how automations perform and make adjustments where necessary to ensure maximum efficiency and effectiveness. After all, there’s nothing quite like a genuine interaction to make your customers feel special. Even if your bots are not able to solve a customer problem, they can automatically route the conversation to a relevant agent or department.

automated customer service

When most people think of automated customer support, they imagine chatbots. Chatbots usually have a set of rules built into them that guide the flow of the conversation. When a customer messages your company’s bot, it will respond with a set of pre-written messages. Using a knowledge base on your website will enable your business to avoid answering common questions and help your operators save time and focus on complex questions. You also reduce the resolution time and enable customers to move past their challenges faster.


However, there can be some minor payments for the initial software setup and further maintenance. Automation reduces the human element of your business, which decreases the potential of idleness, possible mistakes when inputting data, etc. It’s also full of a host of touchpoints that affect customer experience….

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Some helpdesks include internal wiki functionality to share insights between agents. Such help center software can dynamically suggest articles from its knowledge base. Customer service automation is like having a trusty sidekick that helps you provide top-notch support effortlessly. It saves time and money by automating tasks, boosting productivity, and offering self-service options.

How enterprises are succeeding with automating customer service

Most teams are looking at customer service automation in order to boost productivity and scale without affecting quality. You don’t need to overwhelm your team and customers by completely revolutionizing how you provide support. Begin by automating those simple, repetitive customer service tasks that seem to crop up again and again. Customer service automation is the process of using technology to carry out certain aspects of customer support.

However, while they may be a highly efficient, cost-reducing way of handling these types of requests, there are scenarios in which automation tools have no value at all. For instance, if a customer has an unusual request, the automated system probably won’t understand it. To prevent the annoying and unnecessary ‘robotization’ of your customer support and stay away from its negative sides, nurture the human connection.

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Well-implemented automation strategies and tools in customer service can lead to stunning growth in communication efficiency. 74% of your customers use conversational assistants to research or buy products and services. Customer service is the process of helping customers and maintaining customer relationships. This process involves resolving customer issues, helping with returns, answering questions, and offering suggestions about future purchases that match their needs. It’s no secret that high-quality customer service is key to business success.

After all, nothing compares to an attentive human voice who is ready to go the extra mile to help you and keeps you engaged in the conversation. Support queries can be routed to specific team members based on pre-defined rules and conditions. You can train the bot to gauge customer intent and provide follow-up answers accordingly. Freshdesk’s knowledge base supports 42 languages, enabling you to configure Freddy in those languages. If you need assistance with the platform, opt for a done-for-you service, where a company-experienced team will help you develop your bot. Overall, these ‘cons’ can all be overcome by devising the right strategy and using the available automation tools thoughtfully and within the correct context.

d. What are some common automated customer support examples?

Don’t worry; this can be rectified if you use some effective re-engagement strategies like email marketing. You can use email automation tools that will help you target long-lost customers and encourage them to give your brand another shot. You have to create canned response templates for frequently asked questions or repeated conversation patterns. Once created, your operators can use them under different scenarios and respond faster to customers during a conversation.

  • If you have a heavy volume of customer contacts, consider a chatbot with responses populated from top call drivers.
  • Canned responses are an automation feature available in live chat or even a help desk system that helps your operators send a message during an ongoing conversation faster.
  • You can use canned responses and chatbots to speed up the response time.
  • Any time a customer interacts with your brand, they begin to build up an opinion on the customer experience you offer.
  • If you have a large team or are looking for the best solution, these offerings are going to be right for you.

This means they can understand the intent and complexities of language so they can engage in more natural conversations with customers and handle more complex questions, as well as complete tasks. Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. The following five examples explore how an automated customer service software solution can help you deliver personal customer support by removing redundancy, clutter, and complexity. It encourages more communication between team members by allowing multiple agents to collaborate on the same tickets, products, customers, or solutions. Freshdesk’s intuitive customer service software prides itself on features that organize your helpdesk, plan for future events, eliminate repetitive tasks, and manage new tickets.


Helpdesks like Gorgias scan every incoming ticket to understand the tone and contents. Then, it can automatically assign tickets based on what it finds based on your set conditions. The best way to automate the returns process is to set up a self-service return portal with a tool like Loop Returns. Loop makes it easy for customers to log in, select a recent order, and return or exchange it — completely on their own. Some chatbots can track the status of your order, but most have a hard time handling those kinds of requests accurately and with real-time data. ” (WISMO) is the most common question, accounting for 18% of incoming requests.

If they’re thinking about canceling, poor automation might make any negative feelings even worse, or ruin any chance at saving the relationship. While a 4.5% ROAR might sound low, it’s actually a pretty huge number for us that equates to significant annual cost savings. 4.5% is also on par with B2B companies like ours that tend to see more complex questions from customers. For conversations not addressed by a chatbot, our assignment rules take care of routing nearly half of conversations to the right place, with the rest routed to an escalation inbox monitored by our team. Our bots are now even more powerful, with the ability to quickly and efficiently access data outside of Intercom to provide even more self-serve answers for customers.

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