Six Tips for Automation in Customer Service and Support

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Yesterday, PhaseWare announced a new eBook entitled Automation, Not Mechanization. In this eBook, we discuss how automating steps between open and closing customer support incidents to gain efficiency, reduce cost, and improve customer satisfaction.

Automating parts of the workload reduces error, reduces costs, and increases efficiency. As service quality rises, so does customer satisfaction and retention. Here are six tips to consider when reviewing solutions for automation in customer service and support:

  1. Consolidate information into a single, integrated application
  2. Enter all necessary information to shorten the submission process and speed resolution
  3. Track all Service Level Agreements (SLAs)
  4. Handle routing, escalations, and prioritization according to preset business rules
  5. Receive automated reporting of metrics for operations management and trend monitoring
  6. Integrate this information into your multichannel support strategy, along with knowledge bases, billing, etc.
    

With these tips in mind, you should be able to create a helpful solution for automating certain aspects of the customer support process to make your support agents’ job easier. Without turning them into cold automatons.

To learn more about automation solutions for customer service and support, download our eBook Automation, Not Mechanization.

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