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Customer Support Automation – The Future of Customer Service



Gone are the days when customers would have to wait for long on calls while support agents manually looked up the information needed to resolve their queries. With the advent of technology like artificial intelligence and machine learning, customer support is now simplified and automated to suit the needs of the customers and the convenience of enterprises. 

Customer service automation is nothing but a purpose-built process that aims to minimize or eliminate the need for human interference when assisting with customer requests. The reason customer service automation is so popular and widely used is because it eliminates several unnecessary steps for the customer while searching for a solution. Today, SaaS customer support automation platforms help customer-centric enterprises transform the way they serve their customers.

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Customer support automation comes with a whole lot of features like ticket management, self-service, omnichannel support systems, and conversational support. With an automated ticketing system, incoming tickets related to a refund can be routed to the team handling refunds/returns issues. 

Apart from this, tickets can be routed on criteria such as language, PIN code, availability, etc. Along with saving time, tickets are assigned to support agents with complete context. For example, support agents can view the details of the ticket in addition to the details of the customer such as past interactions, payment history, purchase preferences, etc. This helps support agents deliver the right solution without wasting time looking up relevant data. 

Self-service is the future of customer support. The main factor at play when customers use this service is speed. Using self-service portals, customers can find answers to their questions and also perform simple, actionable tasks without depending on a support agent. Be it finding out the time of delivery of a certain package or cancel the delivery self-service portals are the best. Through this tool, you can engage customers with discussion forums whenever they want to find answers. 

Conversational support is becoming the future of customer support today. Chat is slowly taking over the preferred medium of communication as opposed to a phone call. Enterprises across the globe are using advanced chatbots to engage customers through chat and provide solutions to their issues. 

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With technology and capabilities like natural language processing (NLP) and omnichannel presence, chatbots help in creating seamless support experiences with no agent dependency. Not only does this help customers get answers instantly, but helps you reduce your support workforce as well. 

Customer support involves an abundance of customer data. This could be pertaining to contact details, purchase details, payment histories, purchase preferences, past ticket details among many other things. 

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Data centralization is one of the best features that customer support automation brings with it. A complete view of the customer data helps agents in understanding their customers as well as in providing seamless customer support. Not to forget, data centralization and optimization can be greatly helpful in the purchase and revenue forecasting as well. 

In addition to these benefits, customer support automation saves your precious time, increases customer satisfaction, customer retention, and loyalty rates drastically. It is extremely hard for customer-centric enterprises to meet up with their customer’s changing demands and needs in this dynamic world of technology. 

With customer support automation, the future of the customer service sector is changing for good. By providing seamless customer support with conversational AI chatbots and omnichannel support systems CRM software today helps businesses in ensuring a smooth customer experience. 


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Sheshgiri Kamath
Sheshgiri Kamathhttp://kapturecrm.com
Sheshgiri Kamath is a Co-founder & CEO of Kapture CRM

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