Many business leaders view automated support as the subtraction of personal touch on the company’s interaction with customers. This is often a biased outlook – which does not cover the entire essence of automated support.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Just because it is called “automated support” doesn’t mean that you’re immediately cutting off other channels for customer support. A healthy dose of social CRM and availability of live support can help boost out productivity. The implementation of automated support therefore is not a stand-alone process. Companies needed other channels that can help increase productivity without compromising on positive customer experience.
Nonetheless, the fact that your support staff’s workload has been decreased by automated support cannot be discounted. This is the only way they can focus on more important matters like giving attention to customers where it is due.
Automated support frees agents from very simple things that customers can handle on their own. This way, they can focus more on more complex problems thus allowing them to become more attentive to the needs of customers.
Moreover, companies need to understand that customer support is a realm where “waiting customers” can get irritated when it would not have been if you have automated support in place. Automated support doesn’t let your customers wait because they can access your knowledgebase 24/7.
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