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.
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.
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 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 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.
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.
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.