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How customer service automation strategies can help businesses effectively scale
May 28, 2024 • 4 minutes
In today’s fast-paced business landscape, customer service is paramount. But as businesses grow, maintaining exceptional customer service while keeping costs manageable becomes a challenge. This is where customer service automation comes in. AI chatbot automation has emerged as a game-changer, offering significant benefits for businesses seeking to elevate customer service, streamline costs, and achieve scalability.
What is customer service automation?
Automated customer service leverages technology to handle customer requests, minimizing the need for human customer service reps. This includes AI chatbots, self-service portals, and voice AI. Automating customer service streamlines processes and empowers businesses to scale their operations effectively.
What are the benefits of chatbot automation?
Let’s talk AI chatbots. Here’s the highlights reel of how chatbot automation tools can scale businesses:
- 24/7 availability: Unlike a human customer service team restricted by work hours, chatbots can provide uninterrupted service. This is particularly valuable for brands with global reach.
- Reduced costs: Chatbots handle repetitive tasks, freeing up agent time for more complex issues and reducing costs in customer service operations.
- Faster resolutions: Customers no longer have to wait on hold or experience email response delays. Chatbots provide instant responses to inquiries, boosting satisfaction and customer feedback.
- Efficiency: Chatbots automate repetitive tasks such as appointment scheduling and order tracking.
- Sales growth: Chatbots act as virtual salespeople, engaging website visitors, answering product questions and nurturing leads.
4 customer support automation examples
With the above benefits in mind, businesses use customer service automation tools for efficient growth in multiple ways, including the following:
- Easy FAQ resolution: No more scrolling through an endless list of FAQs — chatbots can be programmed to answer most customer questions with clear referrals for human intervention.
- Real-time order tracking: Running an e-commerce business? Customer support automation means people can receive tracking information and other order updates whenever they want.
- Technical support: Chatbots are the ultimate tech support. They answer basic technical questions and direct customers to resources or connect them with live customer service agents.
- Lead generation: Chatbots capture leads, ask qualifying questions and collect valuable customer information. They can then assess the suitability of these leads and route them on to sales teams.
How chatbot automation has helped real businesses
The proof is in the pudding — why take our word for it when we can show you? Check out some ways brands have leveraged our automated customer service tools for scalability:
Betcris
Faced with multilingual customer support challenges, fast-growing Betcris adopted LivePerson’s AI for customer service, building “Cris,” their virtual assistant. Cris now handles a growing number of customer inquiries, which frees up human agents and boosts efficiency. Betcris reports a 30-35% containment rate for bot customer interactions, meaning Cris fully resolves that percentage of inquiries. With happy customers (CSAT and NPS scores in the 80s) and a scalable operation, Betcris is well-positioned for continued growth.
Azul Airlines
Overwhelmed by customer service tasks, Azul Airlines, Brazil’s top flyer, switched to a conversational AI model. This smart move led to a dramatic 84% reduction in wait times and a 59% boost in issues resolved by AI. With happier customers and a more efficient team handling complex cases, Azul is ready for smooth flying ahead.
SKY
SKY Cable, a Philippine broadband provider, was faced with a surge in customer service needs during the pandemic. They transitioned from a call center to a multi-channel support team with messaging via Twitter, Facebook, and Viber. The key ingredient? An AI chatbot named Kyla. This chatbot automation resulted in a dramatic decrease in handle time (hours to minutes!), soaring customer satisfaction (77% CSAT), and a 35% boost in agent efficiency.
LivePerson: Your customer service automation platform
Chatbot automation is a powerful tool for brands to elevate customer service, optimize costs, and achieve scalability. Automated customer service software and platforms empower businesses to build and deploy chatbots effortlessly. Many platforms provide pre-built templates designed for common customer service scenarios, making it easier for businesses to get started.
Considering chatbot automation as part of your customer service strategy? Experience a self-improving cycle that boosts customer satisfaction while reducing costs. LivePerson’s Conversational Cloud® platform helps brands understand their customers, connect on the preferred platforms of those customers, empower agents, and automate customer service.
