In a world where speed and efficiency are prized commodities, customer support has become a competitive battleground. Businesses are continually searching for ways to streamline their customer support processes and boost productivity, and many are turning to automation to get ahead.
But what does this mean for your company, and how can you harness the power of automation for your benefit? Also, discover how Insightful’s remote office tools can provide additional support when implementing automated tools.
Automation and Customer Support: A Productivity Powerhouse
Automation, when integrated into customer support, can act as a productivity powerhouse. This pairing can take on repetitive tasks, freeing up customer support agents to handle complex, nuanced issues that require a human touch. The benefits are plentiful - from reducing average handling time, boosting first contact resolution rates, to improving overall customer satisfaction.
From automated workflows to AI-driven chatbots, there are several ways in which companies are leveraging automation to enhance their customer support services:
- Automated Workflows: Known as 'Zaps' in Zapier's terminology, automated workflows can help keep your customer support team running smoothly. These workflows can automate various tasks that are otherwise time-consuming and mundane, thereby increasing efficiency and productivity.
- Customer Service Chatbots: Chatbots, the primary form of customer service automation, handle frequent queries, enabling immediate responses and freeing agents for complex issues. Operating round-the-clock, they reduce wait times and enhance customer satisfaction. As per Juniper Research, chatbots are projected to cut business costs by over $8 billion by 2022.
- Customer Support Automation Platform: Some companies are investing in customer support automation platforms to serve customers consistently while reducing the burden on their support staff. These platforms can help businesses manage a high volume of queries and provide timely responses, thus improving customer satisfaction.
What are the benefits of automation for customer support?
- Quicker Responses: Automation enables real-time solutions with minimal or no human intervention, leading to quicker responses to customer queries.
- Increased Productivity: By automating routine tasks, customer service representatives can focus on more complex issues, leading to higher productivity.
- Higher Customer Satisfaction: Quick, accurate, and 24/7 responses to customer inquiries result in higher customer satisfaction.
- Efficient Problem Resolution: Automation can help solve recurring issues swiftly. For instance, issues like an undelivered product or problems with subscription cancellations can be resolved promptly.
- Increased Customer Retention: Prompt and effective customer support aided by automation leads to increased customer retention.
- Improved Bottom Line: As automation leads to more efficient customer service teams and happier customers, this, in turn, positively impacts a business's bottom line.
- Empowered Support Teams: Sophisticated automation tools can empower support teams by relieving them of routine tasks and allowing them to focus on tasks requiring human skills.
Automated Tools to Enhance Customer Support
These tools incorporate various facets of automation to streamline workflows and improve the overall efficiency of customer support workflows:
Support Automation Tools
These are designed to automate end-to-end support-related workflows. Zendesk's Automated Customer Support is a well-known tool in this category. It streamlines support-related workflows and empowers support teams, enhancing customer experiences and leading to better customer retention.
Automating scheduling processes can help manage employees' time better and avoid scheduling conflicts. Tools like Microsoft Outlook Calendar and Google Calendar can automate the scheduling process, providing features like meeting reminders, shared calendars, and the ability to check colleagues' availability.
Time Tracking Tools
Automation in time tracking can help eliminate errors and save time. It provides precise data on how much time is being spent on various tasks. Insightful is a popular time tracking tool that helps track how much time employees are spending on different tasks and provide reports that can help identify bottlenecks and areas for efficiency improvements.
HR/People Operations Tools
These tools can automate various HR-related processes, such as onboarding, offboarding, and maintaining employee records. Zenefits and BambooHR are examples of HR tools that can automate processes like onboarding, offboarding, and maintaining employee records, reducing administrative tasks for customer support teams.
Project Management Tools
Recognized as a type of workflow automation tool, project management apps connect people, data, and other assets. Asana and Trello are recognized project management tools that link people, data, and other resources to optimize processes. They can help manage work delivery across multiple teams and improve collaboration.
Note: It's important to carefully consider the specific needs of your customer support team and choose tools that align with those needs and the overall goals of your organization. Additionally, integrating these tools for a seamless operation is as crucial as automating them.
Measuring the Impact of Automation with Insightful
Implementing automation is just the first step in enhancing customer support operations. The true test lies in measuring its effectiveness and analyzing the impact it has on various aspects of the customer support workflow. This is where Insightful's advanced suite of features, particularly its time tracking and analytics capabilities, become instrumental.
Automated Time Tracking with Insightful
One of the cornerstones of Insightful's automation offerings is its comprehensive automated time tracking feature. It provides precise data on how much time employees are spending on various tasks. By seamlessly integrating with the workflow, it eliminates the need for manual time entries, thereby reducing errors and freeing up more time for customer support agents to focus on what truly matters – helping customers.
Whether it's tracking time spent on specific customer inquiries, resolving complex issues, or internal team meetings, Insightful's time tracking feature provides granular data that is invaluable in assessing efficiency and productivity. It offers the ability to drill down into individual activities, facilitating a better understanding of how time is allocated and where it could be utilized more effectively.
Monitoring Performance with Insightful
Beyond time tracking, Insightful's software is equipped with robust analytics and reporting features. These tools allow managers to monitor key performance indicators (KPIs), such as first contact resolution rates, average response and resolution times, customer satisfaction scores, and more.
Insightful's analytics platform aggregates these metrics into intuitive and interactive dashboards, providing a holistic view of the customer support team's performance. With real-time data and trend analysis, managers can easily identify patterns, spot anomalies, and make informed decisions to continually improve customer support operations.
Contrary to spyware employee monitoring tools, Insightful values privacy and transparency. Insightful’s customizable settings can help ensure that your business adheres to any relevant workplace surveillance act while streamlining your helpdesk operations.