
Good customer service is essential for a business’s success. Consumer data shows that it directly impacts customer loyalty and satisfaction, which have significant impacts on overall business prosperity. Many businesses have turned to using automation to assist with customer service inquiries. This can be hugely beneficial for the speed of response and company workflow if it is utilized correctly. Specifically, a company must determine when to utilize automated services and when to have a representative available to answer questions via two-way texting or another human-operated system. Below, you will find helpful information on how to determine if a situation needs human or automated customer support.
How To Determine If a Situation Needs Human or Automated Customer Support
Customer support is one of the most overlooked yet influential aspects of any business. Consumers rely on helpful, efficient, and successful customer support. In fact, 89% of consumers claim that they are more likely to choose the same brand again after a positive customer service experience. Choosing the right situations to employ text message automation can help a business build that positive reputation. Nevertheless, you must be thoughtful when determining which situations need human or automated customer support.
Automated Customer Support
Automated customer support is excellent in several scenarios. Consider the type of question and necessary response to determine if automation is right for that specific situation. Responses that are simple or repetitive are well-suited to automation. For example, questions regarding order status, business hours, and instructions only need automated responses. These are straightforward questions with objective answers that can be programmed into your system. Another great use of automation is to answer customers’ questions related to routine transactions, such as gathering tracking information or how to process a return. Prompt, straightforward responses are not only acceptable but also necessary, as they will improve customer satisfaction and give your customer support team more time to focus on more complex concerns.
Human Customer Support
For more complex issues and conversations, opt for human-operated customer support. When customers are already frustrated, fighting with automated support can make matters much worse. Questions about specific technical issues and troubleshooting likely need a live support person. In addition, sensitive concerns that may evoke emotional responses are better addressed with live support. A living person should address things like billing disputes or policy complaints. More than one-third of consumers say they feel more valued when they speak to a real person for sensitive concerns.
Factors to Consider When Designing Your Customer Support System
There are several factors to consider when organizing your customer support strategy. Each business is unique, so taking the time to find out what works best for your business is essential. Consider the following factors as you navigate the process.
Consider Customer Needs
Look at your customer service data and determine the questions customers most often inquire about. Identifying common questions and issues can help you map out how to efficiently meet the customer’s needs.
You would also benefit from forming your system based on a breakdown of the consumer journey. Issues that arise before they purchase your product or service can typically be handled by automation. However, things problems that surface during or after a purchase may require human customer support. Find ways to better understand your consumer’s needs throughout each step of the process.
Utilize Customer Feedback
One of the best ways to ensure you are delivering what customers want is to ask them. Assess customer service feedback from your clientele with surveys that focus on the problem that needed fixing, how quickly the issue is resolved, what needs were not met, and similar questions. The questions should allow for both numerical scale and open-ended responses.
Post-customer service surveys help you get direct and immediate feedback about customer experiences. This information is invaluable when assessing the quality of your customer service operations.
Two-Way Texting Service
Working with automated messaging software is a necessary investment in the efficiency and prosperity of your organization. Contact the team at Trumpia today for more information about two-way text messaging for your customer service needs!