With competition becoming increasingly fierce, investing in improving services and customer service quality has become essential to maintaining competitiveness in the market.
It is a mistake to believe that the adoption of innovative technologies, such as automated customer service, is exclusive to large companies or digital industry specialists. In reality, this solution is already part of the daily routine of several companies seeking to balance operational efficiency and a differentiated consumer experience.
These companies are not only anticipating trends, but also adapting to new market demands. Digital transformation has driven significant changes, and customer expectations have kept pace with this evolution.
According to a Zendesk survey, by 2024, three out of four consumers will be willing to spend more on brands that offer quality service, and 76% expect personalized service.
In this context, automated customer service has become an indispensable part of the customer experience, driven by advances in artificial intelligence chatbots and natural language processing (NLP). These technologies enable immediate support, streamline processes, and resolve queries in a practical way, without sacrificing personalization in contact.
But, after all, what is automated customer service? To better understand the concept, explore its advantages, and check out tips for applying this type of service, keep reading.
What is automated customer service?
First of all, let’s clarify what automated customer service means. Basically, it involves the use of technology to enable customers to resolve their issues independently, without the need for direct interaction with a human representative.
This type of service can be implemented through manually programmed tools or with the use of artificial intelligence, ensuring quick responses to questions and requests across different digital channels. Its main advantage is the speed with which demands are resolved, making processes more efficient.
For this reason, more and more companies are adopting automated customer service to optimize customer relationships. While there was previously concern that this approach could compromise the personalization of customer service, it is now clear that it is possible to offer effective support without compromising the quality of the consumer experience.
Discover the advantages of automated customer service
The very definition of automated service makes clear the many benefits that this solution can bring to both companies and customers. Here are some of the main advantages!
Faster service
Speed of service is one of the biggest advantages of automation. With intelligent systems, immediate answers can be provided to frequently asked questions and simple queries, ensuring that customers find the information they want without delay.
In addition, this technology helps reduce the overload on channels such as telephone and email by providing automatic responses to common queries, such as details about how products work, prices, and availability.
Cost reduction
Another important advantage is the savings provided by automation. By implementing intelligent solutions, companies can streamline customer support without relying exclusively on human staff, optimizing resources and reducing operating expenses.
24/7 availability
Unlike traditional customer service, which depends on business hours, an automated system works at any time of the day or night. This means that the company can offer continuous support, serving customers in any time zone and improving the user experience.
Personalized service
Automation also enables more personalized support, as it can be configured to take into account the customer’s profile and interaction history. This makes it possible to offer relevant suggestions and recommendations, making the experience more efficient and satisfying.
Reduces errors
Human error is inevitable. Therefore, it is common for an attendant to pass on incorrect or outdated information to a customer.
Even if the mistake seems minor, it can compromise the consumer experience and, in some cases, cause more serious problems.
An effective way to reduce this risk is through customer service automation. Specialized software performs repetitive and standardized tasks with high precision, minimizing mistakes and ensuring more reliable support.
Improvement in after-sales service
Automated customer service tools record the entire customer history, regardless of the channel used for contact.
With this information, it is possible to better understand the consumer profile and improve after-sales strategies. Analyzing this data allows you to anticipate needs, suggest solutions before problems arise, and even offer upgrades at the right time.
In addition to making customer service more strategic, this approach strengthens the relationship with the customer, increasing satisfaction and encouraging loyalty.
Types of automated service
Here are several ways to implement automated customer service in your company, going beyond the use of chatbots. After all, automation consists of resources that allow customers to resolve questions and find solutions without the need for a human attendant. Check out other options:
Virtual Assistant (Chatbot)
Chatbots are automated systems that interact with customers via chat, simulating a real dialogue to answer questions and streamline support. They work through artificial intelligence and machine learning, learning from each interaction to improve the user experience.
A survey by Cedro Technologies revealed that up to 90% of customer service requests can be resolved by chatbots, highlighting the relevance of this tool for companies of all sizes.
Help Center
This feature organizes and provides answers to the most frequently asked questions by customers. By gathering the most common questions in one place, it facilitates access to information and reduces the need for direct contact with the customer service team.
ARU (Audible Response Unit)
The IVR is an automated telephone system that interacts with customers through pre-recorded messages and voice or keyboard recognition. With it, it is possible to provide basic information and direct calls to the appropriate department, ensuring greater autonomy for the customer and optimizing the time of the attendants.
WhatsApp Business
WhatsApp Business is a tool that allows companies to automate part of their customer service, offering quick answers to frequently asked questions, such as opening hours and details about products and services.
In addition, the app has features such as automated alerts and integration with CRM systems, allowing for personalization and faster, more secure customer service with end-to-end encryption.
Voice Systems
This technology enables interactions through phone calls or virtual assistants. With voice recognition and synthesis functions, these systems are used for automated customer service, internal support, and interactive navigation.
Automated Emails
Automated email is an excellent solution for sending recurring information, such as registration confirmations, order updates, promotions, and payment notifications. It enables quick responses without the need for an attendant, but must be used strategically to avoid being marked as spam.
SMS
SMS is an efficient channel for sending reminders, alerts, and important information, such as order status and payment confirmations. It can also be used for promotional activities and strategic follow-ups.
As it is a far-reaching tool, the use of SMS in automated customer service must follow best practices, ensuring objective messages and the option for customers to unsubscribe.
Each of these solutions can be integrated to provide more efficient customer service, reducing costs and improving the consumer experience.
How to implement automated customer service?
A Nextiva study on customer service trends revealed that 1 in 10 people have abandoned a purchase for this reason. This shows that simply automating support is not enough—you need to create an effective strategy.
For customer service automation to work properly, it is essential to follow a structured plan, ensuring that each step is implemented effectively. Let’s explore this process in detail.
Define your goals
The first step is to map out your clinic’s needs. Identify the most commonly used communication channels, the level of complexity of the support required, and which tasks can be automated without compromising the customer experience.
With this information, you can define clear strategies, such as streamlining appointment scheduling, offering automatic responses to frequently asked questions, or any other feature that makes customer service more efficient.
Know your target audience
To structure truly effective automated service, it is essential to understand who your patients are and how they interact with your clinic. Study your audience’s behavior, analyze the customer journey, and identify the moments when automation can be most useful.
There is no single rule about which channels to use or when to automate service. The important thing is to be present in the media your customers prefer and ensure a smooth and efficient experience.
Choose the right tools
With a clear understanding of the audience and the most relevant channels, the next step is to select the appropriate tools to offer omnichannel service. These platforms also help with performance analysis and service indicator management. In addition to facilitating team organization.
That’s why we recommend JivoChat, a complete solution to make customer service more agile and efficient. The platform centralizes interactions in one place, allowing communication through the website, WhatsApp, Instagram, and several other channels.
The service operates 24 hours a day, has multilingual support, and is compatible with different platforms. In addition, JivoChat offers an artificial intelligence tool focused on automated service, enabling full integration between connected channels.
With this feature, you can set up automatic responses to ensure continuous support, even when your team is unavailable.
Agents can also access quick message suggestions directly in the interface and choose from options generated by AI. If necessary, you can still edit responses before sending them or forward them without changes.
Implement a chatbot
The choice of company responsible for the automated service solution also makes a difference. Look for platforms that are recognized in the market, with a good reputation and efficient support.
In addition, integrating different tools can make the process even more strategic. By connecting the chatbot to other systems used by the clinic, it is possible to avoid rework and improve the patient experience.
Invest in management software
Having a high-quality chatbot is essential, but having integrated management software is also crucial. An efficient system allows you to store, organize, and analyze customer service data intelligently.
In addition, with the integration between the chatbot and the software, patients can schedule appointments, confirm times, and obtain information without needing a human attendant. This streamlines processes and improves the user experience.
Track results and optimize your strategy
After implementation, monitoring results is essential to evaluate the performance of automation and make adjustments when necessary.
There is no universal formula—each clinic has specific needs and objectives. Therefore, it is essential to analyze metrics, identify areas for improvement, and test new approaches to ensure efficient care that meets patient expectations.
With well-structured planning and the right tools, automation in customer service can transform the way your clinic communicates with customers, offering agile, personalized, and efficient support.
What not to do when implementing automated customer service
When adopting an automated customer service system, care must be taken to avoid mistakes that could compromise the customer experience. Some common mistakes include:
- Use of overly technical or difficult-to-understand language;
- Unclear messages that may confuse the user;
- Lack of sufficient information to personalize and improve support;
- Inadequate training on the tool, resulting in difficulties interpreting customer requests;
- Lack of integration with human service, as automation should complement and not completely replace the support provided by people;
- Excessive sending of messages, which can be interpreted as spam and cause annoyance.
When implemented correctly, automated customer service can optimize processes, reduce costs, and provide a better user experience. However, it is essential that its use is balanced and integrated with human support to ensure efficiency and satisfaction.