Looking for easy ways to deliver impeccable customer service?
Nothing’s easier than automation. Set it up once, and you’re golden. From triggered emails that keep customers engaged to helpful onboarding emails that guide your visitors into a desired action, there are a ton of fantastic ways to be present for your customers (even when you’re not actually there).
This may sound ironic, but automation can actually forge a more human connection with your customers. The Internet can be cold and unwelcoming. You can counter-balance that by anticipating the needs of your customers and setting up experiences that help them succeed. With just a little planning and foresight, your automated interactions will feel intuitive and even interactive.
Let’s get into the details of how to create these experiences with your customers. We’ll take a look at the best and easiest ways to automate customer service without sounding robotic or disengaged.
Why Use Automation?
Not sure if you should automate your customer service?
At first glance, customer service automation sounds pretty soulless. If your customers don’t actually interact with a real human, how can you deliver a delightful, individualized experience?
That’s a valid question, and here’s the equally valid answer:
Automation allows you to respond to the 21st-century customer– the type who uses the Internet and doesn’t want to wait until for normal business hours for an answer to their question. On the Internet, everything’s open 24 hours a day. There’s no such thing as Monday through Friday business hours.
It’s old school madness to expect your customers to wait hours, or days even, to get in touch with a real human.
By automating your customer service, you can help your customers solve their issues as quickly as possible without waiting on human intervention. According to this study conducted by the Center for Generational Kinetics, the majority of American consumers prefer self-service customer service. A whooping 65% of customers feel positive about both themselves and the company when they can solve a problem without contacting human support.
Let that sink in for a moment.
Most customers, particularly millennials, prefer to avoid human interaction. For a huge portion of your customer base, it’s actually a loss to contact a customer support agent. But that doesn’t mean that you should abandon customer service altogether– instead, make your customer service more self-service friendly. Hello, automated customer service.
Another benefit of automating your customer service is scalability. You’re able to reach many more people when you automate interactions. It’s a lot easier to create one message that can be automatically delivered upon trigger than it is to keep writing that same email over and over again. You’ll free up your customer service staff to focus on the issues that truly need human intervention.
And last, but not least, automating your customer service shows that you care.
Have you ever reached out to a company via email and then… crickets. You didn’t receive a “Hey, we got your email and we’re working on it” response. You sat there wondering, “Did they receive my message? Maybe I should send again…” Don’t banish your customers to this communication purgatory.
When you send a response– even if it’s an automated one– you reassure your customer. You also communicate that you care about the customer’s experience.
Next, let’s discuss how to implement automated customer service in your business.
Anticipate the Needs of Your Customers
When will your customers need your attention or support the most?
A lot of people make the mistake of thinking that customer service is reactive. The best customer service is proactive, especially when it comes to automation. If you can anticipate when your customers are most likely to need you, you can create systems to guide the customer into your desired course of action.
Here are two stages when your customers are more likely to need your support:
Before Becoming Customers
The majority of your first-time visitors simply won’t be ready to buy. You’ve got to nurture them from prospect to customer– and you can automate a big chunk of that process.
Whether you offer a free trial or a free lead magnet in hopes of wooing visitors onto your subscriber list, you can use automated systems to invite and then deliver the goods.
Then, you can stay connected to your prospects through ongoing automated email (more on this a little later).
Once you’ve converted a prospect into a customer, you can use automation to deepen their engagement with your app. Setup trigger emails or messages that help the user find success in using your product. For example, if it’s been a week since the user last logged in, send an email that prompts the user to do so.
The onboarding process is about guiding your customers to success when using your app. Automation can help keep your customers engaged from the very beginning.
Ask yourself this question:
How can you help your customers have an enjoyable and delightful experience with your app?
Get detailed and use these answers to create an almost intuitive customer onboarding experience.
Automatically Route Incoming Emails
Are you segmenting the emails that arrive in your general “help” inbox? If not, you should.
It’s not an efficient use of time to individually sort through every email to figure out which department you should forward the email to. Set up filters and route emails that contain specific keywords or phrases to the right department automatically.
Send a Series of Automated Emails
Email allows you to serve your customers while also staying top of mind. Use email to deliver anticipatory customer service.
Feed a steady stream of helpful emails to your customers. Teach your customers how to use your product– this is a big part of customer service. Offer in-depth tutorials, share how-to videos, and link back to your knowledge base.
Create a series of automated emails, such as a tour of your app, a list of best practices, and common customer uses. Schedule those emails to send at specific intervals that coincide with your free trial, if applicable. Then, set those emails to send whenever someone signs up for your service.
How to Begin Automating Your Customer Service
Get Retained. We’ll help you automate your customer service and increase your customer retention rate. By providing you with actionable insight about your customers, it allows you to rescue those who are in danger of churning. Follow the predictive clues to figure out who you need to reach out to before it’s too late.
If you haven’t already, get your invitation to Retained here now.