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What Is Customer Service and Support Automation?

 

Customer Service and Support Automation Definition:

Customer service is the support that you offer to your customers — before and after they buy your products or use your services.

Automated customer service (or customer support automation) is a purpose-built process that aims to reduce human involvement when providing assistance to customers. In other words, it uses automated technologies like chatbots to provide customer support.

Automating certain customer service processes makes the whole experience for both agents and customers much more efficient, streamlined, and pleasant.

Why Does Automating Customer Service Matter to Businesses?

Customer service plays a crucial role in retaining your customers. 62% of customers have stopped doing business with a company because of poor service.

In fact, 82% of CEOs agree that consumers’ expectations of their companies are ‘somewhat’ or ‘much higher’ than they were three years ago.

It’s up to the companies to ensure an excellent customer experience, and automation is the key to do that.

Enhanced efficiency gives an opportunity for companies to impress every single customer. It also enables businesses to reduce the average time taken to resolve an issue.

Moreover, companies can create an omnichannel presence to cater to their customer’s needs.

All these add up to provide a superior experience, and you shouldn’t be surprised to know that 86% of consumers would pay more for a better customer experience.

Automated Support from EngageBay

EngageBay’s customer service automation enables you to resolve issues faster, lighten agent’s workloads, and provide a cost-effective solution. It allows you to track every customer interaction in a single place, so your support agents are empowered to provide a great customer experience every time.

Live Chat

Live chatbots track the entire customer journey and enable your customers to interact with your support team in the fastest, most effective way. It gets their queries solved immediately and builds meaningful relationships with them.

Canned Responses

Canned responses enable the support team to automatically send the standard response for everyday inquiries. It saves them the time that otherwise would be spent writing emails in response to the same queries from different leads or customers. Thus, it increases productivity.

Custom Ticket Views

EngageBay’s ticketing system lets you organize your tickets by grouping them into lists based on different criteria. You can easily view all open, pending, unresolved tickets at a glance.

Automated Helpdesk Reports

Engagebay’s automated helpdesk reports generate real-time reports on the overall performance of your support team. It monitors each activity and ensures complete efficiency.

I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
A full-featured marketing platform. With this, you have all you need to get started and succeed. Having all in one platform make any marketer job much easier.

Santiago B.

Southern Europe Director, Triptease
testimonial by Santiago
Enabled me to easily capture details of interested parties for my products. Ease of use Feature set. Excellent customer service.

Raymond B.

IT Project Manager, BespokeIT/Corp Networking Limited
testimonial by raymond
It covers everything a small business sales/marketing team needs.

Gergely Csaba N.

Online Marketing, Chamaileon
testimonial by Gergely
I love the landing page builder and ability to import a URL and basically create any type of landing page. This makes creating funnels super easy. You can then customize it to suit your needs. I also liked the fact that the landing pages and automation were all in the same tool. This saves time and makes it so much easier to do email marketing.

Vandana Taxali

Intellectual Property, Digital Media & Entertainment Lawyer
testimonial by Vandana
I like how they give you access to all these marketing and CRM/sales features in one dashboard. It could easily replace a number of other tools you are using right now. Pricing is fair for what you get too and I also really like the file repository feature that bigger marketing teams will really appreciate. I would be happy to recommend this tool to my clients.

Paul T.

eMarketing Strategist, Paul Therond Consulting
testimonial by Paul
This product is just like HubSpot. I cannot believe the price, so far I've used it for 2 weeks and those guys have added 2 features more.

Ivana B

Founder, New Marketing.Agency
testimonial by Ivana
Most basic and advanced tools you need in your online business is inside Engagebay, from lead generation, email marketing, page builder, CRM (alternative for Hubspot and Infusionsoft) and my most favorite is the marketing automation.

Jan Patrick T

Executive Managing Broker, Greatway Financial Inc
testimonial by Jan
All its tools and functions are good, but what I like most are the automation and programming in social networks along with landing pages, pop-ups, and forms that together help me increase traffic and in the short term generate sales.

Dioshai G

Web Developer, Huawei Technologies
testimonial by Dioshai
The software is easy to set up and implement. I feel EngageBay is quickly becoming a marketing automation competitor to the premium SAAS offerings. EngageBay's customer support has been very responsive and helped me resolve an implementation issue almost immediately.

Shawn L

Marketing Manager, List Biological Laboratories, Inc
testimonial by Shawn
I highly recommend the tool. It's an awesome tool for a startup like us.

Garma Gay D.

Technical Helpdesk Support Analyst, Atos
testimonial by Garma
I was using ActiveCampaign but the costs were adding up quite quickly. I tried other platforms but the automation sequence offered by ActiveCampaign is not easy to find, until, I got Engagebay. The platforms offer an awesome automation platform for emails, plus landing pages and forms. It works quite well and can be a perfect substitute.

Leonardo W.

Founder, Wolff Consultoria
testimonial by Leonardo
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