Customer service support channels are key to keeping in touch promptly with your customers. In the latest article from Relativity, the business technology experts based in East Sussex, we look at four of the most frequently used forms of customer service automation. By implemented the service support channels that are most suited to your clients, you will help team members to work faster, more efficiently and productively and increase customer satisfaction. Here we consider four of the most frequently used forms of customer service automation and the benefits to you and your customers.

Four examples of customer service support channels
  • Email automations
  • Chatbots
  • Live chat
  • Frequently Asked Questions (FAQs)
Send appealing offers with personalised email automations

These are action-triggered emails giving the relevant information and are sent automatically to subscribers and clients in response to specific requests. They are an excellent way of keeping in touch with your audience and can be used to send automated blog updates, provide receipts and password resets. More personalised emails can be sent that go beyond using the recipient’s contact name so that prospects are sent relevant information in a timely manner. Email automation personalisation can include name, the subject line, imagery and dynamic and appealing offers. In this way, personalised emails are targeted to subscribers so that offers are relevant to their interests.

Rule-based, intellectually independent and AI powered Chatbots

These simulate human conversation and communicate with your customers through speech or text. They are driven by Artificial Intelligence (AI), automated rules, machine learning (ML) and natural language processing (NLP) to process data in order to deliver responses to requests. With Chatbots, your clients will have customer service available 24/7 to facilitate seamless live communication resulting in a smoother customer journey. They will receive instant consistent answers to their queries in multiple languages. And of course, the Chatbot has infinite patience.

Live chat enhances the customer experience and helps build your database

With live chat, as one of your customer service support channels, your clients can speak directly with a company representative such as employees in your customer service department and technical support. Often the chat box pops up automatically to initiate engagement with the customer. It gives the client an instantaneous communication method to generate a more satisfying experience with your company. And it’s good for you too as it can help build a database for generating leads for any future marketing campaigns.

General questions get asked time and time again

Here a Frequently Asked Questions (FAQ) page is set up to answer and clarify points, questions and uncertainties that are most often raised by customers. The same questions, many of which are general, tend to be asked over and over again. It’s a method of helping to retain customers and to give them confidence in the purchasing decisions they are making. It may also save you time on the number of phone calls or emails that you need to send. As well as providing customer support you can also use it to promote your products and brand. When you set up the page, use it to answer common questions, making sure you keep them short, categorise where possible and provide links. However, it’s important to keep this page updated, which may give your rankings a boost too!

How can Relativity help you choose the perfect customer service support channels for your business?

Multi-channel support for your customers can be most advantageous. However, you do not have to implement them all, so you may want to start with one or two before adding more. There are certainly communication channels that will work for your requirements. In previous articles we looked at what customer experience automation is and its benefits as well as how to choose the right customer service automation platform. If you need to know more about these or any customer service support channels, call Relativity, the business technology specialists on 01825 280123 or email for more information.

Next time we will be looking at some more of the most frequently used forms of customer service automation.