Customer service automation

Consultants in your company can't keep up with enquiries?

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• Live chat: an AI virtual assistant can handle queries on the fly and thus minimise the need for human resources. With a chatbot, you not only save time and money, but also easily collect data on your customers' problems.‍
• Optimised request management: automatically analyse and categorise requests so that the most urgent ones (e.g. for product purchases) appear at the top of the list.

Does your company serve customers who speak many languages?

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• Two-way translations: benefit from automation in two ways. Not only customer enquiries, but also your employees' responses can be translated. In this way, two people speaking different languages will be able to communicate easily. 
• Increased customer satisfaction: customer service automation works in real time, providing quick access to the generated translations. Customers will not have to wait for a response, which could be delayed by the process of analysis and manual translation. ‍‍
• One employee, multiple languages: by introducing automatic translations, you eliminate the problem of employing multiple specialists (separately for each language served), thus introducing a significant cost saving.

Are your customers impatient because they are not kept informed of the status of their request?

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• Simplified management: introduce clear dashboards so that every employee can see the cases assigned to them, their status, as well as the details of the requests. Central management also allows customers to be assigned to other employees (e.g. when the person handling the request has taken a holiday).‍‍
• Automatic alerts: make customers always feel taken care of by automatically sending them notifications about the status of their requests. The messages will be sent out based on information from the system in which you aggregate all the data (e.g. date and time of the request, person handling the request). With this customer service automation, you will significantly increase satisfaction with your services without any effort.

Do you prepare a separate quotation presentation for each customer?

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• Generating a presentation: your employees will complete a questionnaire with all the required fields (e.g. client name, budget, number of hours) and the offer presentation will automatically generate on a template of their choice. This not only shortens the quoting process, but also maintains consistency and eliminates any errors that might occur when entering data manually (e.g. incorrect formatting).‍‍
• AI-enabled data archiving and analysis: the automation of the customer service means that both previous and newly generated quotations will be archived in one place to enable the automatic creation of summaries and facilitated data analysis. This allows you to see in minutes what the average price was for a particular service or what the percentage of rejected offers was in the previous quarter.

Returns and complaints management consuming too much time?

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• Intuitive claim forms: the customer fills in a simple form and the data is automatically entered into the database, ensuring it is up-to-date and eliminating manual entry of information.
• Automatic updates for customers: thanks to customer service automation, clients are informed of the status of a return or claim at the appropriate times, without the need for additional staff.‍
• Efficient data exchange between departments: returns and complaints processes require different departments to work together. Automation enables information to be transferred on an ongoing basis, significantly reducing processing times and minimising errors.

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Does it happen that your customers are frustrated because they cannot get an accurate answer to their questions?

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• Easier understanding of the customer: automation in customer service allows you to create a database with all queries received so far. Checking the database is great training for new employees, as well as being a place to look for hints for non-obvious queries.‍
• Speeding up customer service: if the problem your customer has come to you with is already described in the database, the employee will easily find it and check possible solutions. This will significantly reduce the time spent on the issue.

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Due to the lack of a central source of knowledge, your employees compose answers for customers from scratch each time?

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• Consistency of communication: with a central database of questions and answers, employees will have access to templates that they can easily personalise and send to the customer. This automation of customer service will make communication with the customer more consistent and reduce the risk of error significantly.‍‍
• Automatic responses: by collecting all responses in one place, it is possible to implement automatic responses. AI will analyse the query and then select the appropriate solution from the list. This will significantly reduce the number of queries that staff are required to handle.

By involving multiple departments in customer service at the same time (e.g. maintenance, sales), processes become infinitely longer? 

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• Central management: if each department uses its own management software you can link them using automation. Use selected data from each department to create dashboards where colleagues find all the required information (e.g. a person from sales will check which products generate the most queries in customer service).‍‍
• Automatic assignment of tasks: customer service automation can assign tasks to the appropriate people or departments depending on what stage of service the customer is at. For example, if a customer expresses a desire to purchase a product during a conversation with a consultant, the customer can be automatically assigned to the sales department.

Do you want to survey service levels, but find it time-consuming and difficult to maintain? 

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• Automated surveys: your AI virtual assistant can monitor important interactions in real time, such as the completion of a customer service call, the closure of a service request or the completion of a purchase, in order to send one of the surveys to the customer at the right moment. Once completed, the results will be automatically aggregated in the database.‍‍
• Fast action: the immediate aggregation of survey results allows you to send automatic alerts in the event of critical events (e.g. very low customer satisfaction with service or reporting an error in an order). This will enable your employees to react quickly to any problems and thus significantly improve the quality of service.