Gone are the days when customers would have to wait for long on calls while support agents manually looked up the information needed to resolve their queries. With the advent of technology like artificial intelligence (AI) and machine learning, customer support is now simplified and automated to suit the needs of the customers and convenience of enterprises.
Let us dig deep and learn what customer support automation is and how you can maximize automation to help your customers as well as your team.
So what exactly is customer support automation?
Customer service automation is a purpose-built process, which aims to minimize or eliminate (in some cases) the need for human interference when providing assistance to customer requests. The reason customer service automation is so popular and widely used is because it eliminates a number of unnecessary steps for the customer while searching for a solution. With automated customer service, customers can also omit needless context-setting interactions with the support agent and go right to problem resolution.
SaaS customer support automation platforms like Kapture CRM are helping customer-centric enterprises transform the way they serve their customers. This is done through a variety of intelligent, advanced tools and capabilities, such as:
- Automatic ticket routing with complete context: Kapture CRM enables automatic ticket assignments within the support departments and teams based on pre-set rules and triggers. For instance, an incoming ticket related to a refund can be routed to the team handling refunds/returns issues. Apart from this, tickets can be routed on criteria such as language, PIN code, availability, etc. This helps in saving precious time. Additionally, tickets are assigned to support agents with complete context. For example, support agents can view the details of the ticket in addition to the details of the customer such as past interactions, payment history, purchase preferences, etc. This helps support agents deliver the right solution without wasting time looking up for relevant data.
- Self-service: Self-service is the future of customer support. The main factor at play when customers use this service is speed. Using self-service portals, customers can find answers to their questions and also perform simple, actionable tasks without depending on a support agent. For instance, a customer can find out the time of delivery of a certain package as well as reschedule or cancel the delivery using this tool. Customers can also view tariff, plans and other details about your product or service through this portal. A knowledge base (aka KMS) is needed to fuel a service portal. Through this tool, you can engage customers with discussion forums when they want to find answers. This will help in promoting healthy and interactive connections amongst them, allowing them to come together and help each other find the results that they are looking for.
- AI chatbot: Chat is slowly taking over the preferred medium of communication as opposed to a phone call. Enterprises across the globe are using advanced chatbots to engage customers through chat and provide solutions to their issues. Kapture’s AI chatbot, for instance, is a highly-intelligent chatbot that can provide instant, contextual responses and solutions to customer queries. With technology and capabilities like natural language processing (NLP) and omnichannel presence, the chatbot helps in creating seamless support experiences with no agent dependency. Not only does this help customers get answers instantly, but helps you reduce your support workforce as well.
- Centralization: Customer support involves an abundance of customer data. This could be pertaining to contact details, purchase details, payment histories, purchase preferences, past ticket details among many other things. The efficient management of this data translates to superior customer service experiences. Kapture CRM, among many other capabilities, enables data centralization. For instance, a customer 360-degree view facilitated by Kapture helps you see all the related information about a customer in one place. This helps agents understand the customer and serve them better. Not to forget, data centralization and optimization can greatly help in the purchase and revenue forecasting.
In addition to these benefits, customer support automation saves you precious time, increases customer satisfaction, customer retention and loyalty rates drastically. Take a step towards optimizing your support and maximizing revenue today.
Book a demo with Kapture CRM and learn how our product can help you take your support to the next level.