Automation and Customer Service
Automation and Customer Service
Automation and Customer ServiceAutomation plays an important role when it comes to providing satisfactory service to customers. Today, a lot of companies use automation in addressing most of the issues of their customers. One example is the customer service hotline. Customer service representatives use a predefined script which is proven to be effective in catering the issues being brought by the customers.
There are also a lot of advantages that come with the implementation of automation in customer service one of which is customer satisfaction. All companies must provide support to their customers especially if what the company sells are services such as in mobile phone services. In case that the customer encounters problems regarding the service itself, the company should be able to provide efficient solutions which will address the customer's problem. If the company is able to provide an effective solution, most likely the customer will be satisfied.
Automation also helps the company in reducing the cost on serving each customer. The company may provide solutions to the customers' common problems using automation. Customers can gain access to these solutions in many different ways such as on the internet. Automation also helps the company in training customer support representatives because most of the things that they will use are already automated that is why it is already easy to use.
But along with these advantages come also some of the disadvantages of using automation in providing efficient customer service. One of the most common problems when it comes to the implementation of automation is the loss of jobs of most workers. Since most of the processes are already automated, there is only a minimal need for human intervention. Another is the cost to actually set up an automated system. Implementing an automated system may be very expensive.