10 Practices How To Use Automation in Customer Service

Written by
Kinga Edwards
Published on
September 16, 2023
Table of Contents
Subscribe to our newsletter
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

By now, we're all aware of the benefits of using automation in customer service. When executed judiciously and prudently, it can be a powerful tool that streamlines processes, expedites responses and ultimately enhances efficiency across the entire organization - resulting in enhanced quality of service for clients as well as reduced costs associated with employing people.

Despite its advantages, not all customer service operations are ready for an embrace of technology. In fact, there are countless variables to take into consideration before embarking on any kind of technology-driven initiative. These considerations should be carefully evaluated so as not to sacrifice quality service along with cost savings!

1. Use email automation to send welcome emails and remind customers of relevant information.

Ensure your emails reach recipients' inboxes. To make sure customers are aware of any email correspondence sent by you, create automation scripts that will send out regular messages to their inboxes. Most email marketing experts recommend implementing automation scripts to ensure that customers stay informed about your email communications by regularly sending messages to their inboxes.

When customers receive their own welcome emails, they're less likely to forget about the other communications you might have sent them - such as those regarding product updates, payment reminders, event invites or recent sales opportunities. Another way of sending messages or alerts to customers is through web push notifications that appear in their browser with a quick message. As a result, this can be an extremely effective way of keeping in touch with guests and creating a sense of consistency between all your communications!

2. Have agents respond to common questions immediately with a single click (and save time in the future).

To alleviate the burden of interaction with customers, consider creating a customer service chatbot. Investigate the possibilities available to you and choose the one that best suits your needs. Even if you already have a bot installed to your website, you might want to look for additional features and functionality by adding a chatbot API.

Do not suffer the agony of responding to tedious questions in emails or phone calls by yourself! Rather, have an agent take care of it for you. Utilize instant chatbots to respond quickly and efficiently when asked about products, services and other pertinent information related to your company.

3. Use chatbots to schedule future appointments

Chatbots are an ideal solution for scheduling future appointments. The advancement of the technology has opened up a plethora of possibilities!

By utilizing a chatbot agency, you can make the process of scheduling future appointments incredibly simple and straightforward. This can save customers time and stress while also ensuring they have a more convenient appointment time than ever before!

answers common questions

A timely answer can go a long way toward making a customer feel valued and appreciated. With all that being said, there are several questions customers commonly ask about when it comes to online service.

Do not be afraid of these queries. You will find that they provide you with an opportunity to demonstrate how knowledgeable your team is; this could result in greater trust from customers' eyes!

and handle difficult conversations.

Be prepared for difficult conversations.

Make sure that you're ready to talk, but don't take on any task without knowing what else might come up if this interaction isn't handled correctly. By anticipating any potential hiccups along the way and preparing appropriately beforehand with process-based workflows or scripts could prove invaluable when tackling customer service challenges.

Pro tip: When managing a team, it's imperative that teammates all have a basic understanding of how communication takes place between them - in order to avoid derailment. If any single member is unable speak up regarding expectations or concerns during customer interactions, then chances are they may be left out of future sales channels as well.

4. Use CRM integrations to get real-time updates and prepare for future appointments on your calendar.

If you want to keep up with your customer's progress in an efficient way, it may be wise to leverage CRM integrations. These clever scripts can hook into email updates, SMS messages and even social media chatter - creating an entirely seamless workflow that connects all of the information between the two parties and allows easy access to notifications.

When there's a new appointment scheduled, simply log it into your CRM system (or use one of the many free apps on the market) and receive immediate notifications about the impending booking. This process is expedited by having your team's calendars already programmed into the software!

Another noteworthy example of leveraging automation in customer service is through the use of a nonprofit CRM. Such a system can automate donor management by tracking and categorizing donor interactions, facilitating personalized follow-ups, and implementing targeted communication strategies based on each donor's unique preferences and giving history.

5. Use voice assistants to schedule appointments

One of the most straightforward uses for voice assistant technology is scheduling appointments. The convenience of delegating a task like this to an app offers customers another option for making time-sensitive travel arrangements. However, this method can be laborious when it comes to maintaining accurate records - which often leads to errors!

By utilizing the scheduling function within your customer service platform, you could use Siri or Google Assistant on your phone in order to accomplish this. Utilize the availability checks as well as reminders that are automatically generated by these apps to ensure nothing slips through unnoticed; all while freeing up both hands during any calls!

answer common questions

If a customer contacts you with a query that is not typical of your industry, it can be daunting or even intimidating for you to respond. With the assistance of an automated response feature, you can automatically record what should go into your response and preemptively answer any common questions customers may have.

Customers are becoming more accustomed to receiving automated messages, so why not use an app like Harbot that enables you to promote this? Utilizing automated responses will help customers feel more at ease while also expediting their interaction with your company - ultimately leading to increased sales!

and more — right on your phone!

Your phone is more than just a glorified alarm clock - it's also a powerful customer service tool that can assist you in taking calls and responding promptly to inquiries.

The moment a client contacts your company, his or her call will be sent straight over to the right department. With our GotoAssist software, all you have to do is pick up!

6. Have agents respond immediately to ticket issues and keep customers informed along the way with chatbots.

If you've ever purchased an item online, chances are you've dealt with an automated chatbot at some point. These digital assistants can take the place of human agents when it comes time to resolve a ticket; they're adept at handling routine enquiries and automatically responding as required.

In most instances, customers don't have any idea that their queries will be answered by a bot. But if they encounter difficulties navigating your website or interacting with your app, chatbots provide a convenient alternative for obtaining swift assistance and help reduce time-to-resolution KPIs for support teams.

7. Have agents take notes during calls and use them to prepare for future appointments (and save time in the future).

When you're making calls, it can be disconcerting when someone mentions a problem they've had before or remarks on their experience with another company. In order to effectively address such comments and queries in the future, it is critical to document them.

First, agents are encouraged to take notes during conversations with customers. Accurate notes can provide valuable information that may be useful later on. For instance, they could help establish rapport with clients and avoid repeating previous conversations - ultimately resulting in more efficient customer service interactions.

To ensure accuracy, agents are encouraged to utilize digital note-taking apps, as well as recording software applications like Google Speak for Business or Microsoft Lync Online (and other similar solutions). This will enable them to transcribe phone calls accurately; this could prove particularly beneficial for those working within call centers!

8. Use Natural Language Processing (NLP) tools to make sure agents are understood by customers when speaking a language other than English.

As we have seen, chatbots are not the only tool we can utilize for natural language processing. If you're working with a customer service platform that utilizes an NLP-based tool, such as Google's DialogFlow or Microsoft's Skype Bot Framework, then these platforms offer a myriad of features that allow agents to converse in any language they may speak fluently.

However, what about customers like us who don't speak English as a first language? This is where AI comes into play. Chatbots can be configured to understand user queries and respond accordingly - even if they are speaking in their own tongue! You can get custom datasets for your AI models to avoid bias.

9. Use artificial intelligence (AI) tools for fraud detection

Are you overwhelmed by the sheer scope of customer service data that must be examined daily? Are you uncertain as to which accounts should be prioritized for follow-up based on their past behavior? These are all valid concerns in an industry that generates over two trillion interactions each year - and the sheer volume of data available can prove overwhelming.

To streamline matters, consider using AI tools within your enterprise. They offer numerous benefits, including:

Real-time fraud detection; helping you prioritize cases in real time and accurately assess risk without any manual intervention (e.g., third party risk management) required

Quickly identifying potential issues before they arise and optimizing your workflow accordingly

Guaranteed accuracy - no need for human involvement whatsoever! An AI development company can guide you through the entire process.

10. Use cloud solutions to maintain product quality and on-time delivery

Cloud automation tools play a pivotal role in ensuring product delivery and quality while simultaneously enhancing customer service. By automating various aspects of the development and deployment pipeline, these tools streamline the entire software development lifecycle. They enable teams to provision resources, configure infrastructure (e.g., cloud monitoring tools), and deploy applications with speed and precision, reducing the risk of human error and ensuring consistent product quality. For instance, by using a cloud MRP software or an ERP tool you can always ensure that good quality products are always available to your customers when they are needed with features of dedicated demand forecasting, quality control, and transportation scheduling software. Another example would be the delivery of a charge pointer operator platform for electric vehicle (EV) infrastructure being delivered over the cloud.


Leverage automation to enhance customer service experience and foster loyalty. Utilize these strategies and watch as positive results manifest in no time!


Grow your business automatically

Don't waste time on repetitive tasks. Let automations handle it.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.