Everything is automated these days from your social life to making dinner reservations and Uber rides, so why should customer service be any different?
Automated customer service is any way of getting customer service by automated means.
This can be information from your website (like an FAQ page) to an 800 numbers that have you pressing zero to talk to an operator.
Basically, if you’re not connecting personally with a person, it’s automated.
Automated customer service can get a bad reputation, but it’s usually just a few bad experiences marring up what’s actually a very efficient system.
The main challenge for automated customer service is putting the personal back into personal service.
Going automated can save your company a lot of employee time and money, but it has to be done right.
Here are Salesforce’s five best ways to automate customer service and keep your customers happy:
- Automate to your audience
- Practice the golden rule
- Use it as a tool, not a substitute
- Test, test, test
- Ask for feedback
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