Developing good planning for a new year that begins is essential to organize finances, define where investments will be directed, understand what your company’s priorities are at all times and look for solutions to optimize the main processes that require the greatest amount of work. of your equipment. Through a good improvement strategy, it is possible to increase your competitiveness and achieve better positioning in the market.
With the digital transformation process, many companies are adhering to new technologies to provide their consumers with a complete, interactive, accessible, unlimited experience 24 hours a day. When we place the client at the center of decisions, one of the key points is how we serve them.
Therefore, in this article, Emergen Teck talks about which smart automation training processes can be automated, why it is important to plan them and what the main advantages of automating your company’s customer service are.
Why invest in smart automation processes?
Now that you know the reasons to make a plan for your company and what process smart automation is, it is time to understand why to combine these two factors and take your CS to the next level. We have prepared top essential tips for you to keep in mind:
Costs reduction
One of the main benefits of smart automating any process is cost reduction. Through it, it is possible to achieve more efficiency with technological actions and tools, meeting demands in an agile and satisfactory manner.
In this sense, several requests for attention can be resolved automatically, using chatbots, for example. Thus, it is possible to reduce costs that make the company’s operation more expensive, define the best strategies for when the service must be performed by a human agent, and even optimize equipment management.
Reduction of errors
Various errors occur due to human errors. The reasons are varied: tiredness, performing multiple tasks at the same time, lack of attention, and small work teams. With smart automated services, it is possible to reduce these mistakes by programming the correct messages for each type of interaction and adjusting communication when necessary. necessary.
Another advantage is being able to use data to understand the most frequent errors in customer service. With reporting data in hand, it’s easier to fix issues, put an end to recurring failures, and ensure top-quality support, whether with a chatbot or an operator.
Productivity increase
The use of chatbots makes it possible to speed up the resolution of doubts and problems. This is because you can use appropriate responses for each type of interaction the user may make. With machine learning, a very common tool in conversational chatbots, the service system learns from each interaction and enriches the possibilities within the conversations, even suggesting topics that you had not yet addressed in your automated flow.
Another important point, in this case, is that only truly urgent or necessary requests arrive for the support team to resolve. This way, employees can work more strategically, which helps improve the entire consumer purchasing process.
How to include smart automation in planning for 2025?
Several points should be considered when including the automation of customer service processes in your company. However, with good knowledge about your business and the help of specialists, it is possible to achieve success and growth.
See below the main steps to make your planning work and start the year improving your results and perfecting your services:
Understand the needs of the company
The first point to implement solutions that guarantee efficiency in serving your company is to understand what your demands are. In this sense, it is important to carry out a diagnosis with all the teams involved, to understand what resources are already available and what other solutions can add value to the support offered to the client.
Once this is done, it is time to start looking for solutions that can meet the needs of the organization and respond to the needs that were identified. The services and products to be analyzed must have all or a good part of the functionalities that are considered essential.
Determine the strengths and weaknesses of the service offered
After evaluating the solutions the company has or needs, you will begin to get an idea of the flaws that may be hurting customer support. However, it is important to go deeper and also understand the behaviors and orientations that are being transmitted.
Having reports and data, as well as mapping the purchasing process from start to finish, can be a great way out. Customer feedback is also extremely relevant and you can conduct a satisfaction survey with them to identify what the highlights are and where there is room for improvement.
Think about employee training
Digital solutions are important and help improve results, generating more efficient service and also increasing consumer satisfaction. However, there are many situations where an agent will be needed and they must also be attuned to technological tools.
Therefore, all employees of the teams involved must receive adequate training to win over consumers, personalize service and guarantee loyalty. They also need to understand how the resources available to them work to further improve their performance.
Know your clients
An important aspect of marketing and your company is knowing who the consumers of your business are. This answer will help you define the best solutions to implement, what channels you should communicate through and how you can optimize the purchasing process according to what we call buyer persona or ideal client.
To do this, you can use the databases you already have and design the profiles of the people who buy in your store. Observe, for example, what are the most used means of communication, the most frequent complaints, the difficulties they face when requesting assistance, the average satisfaction score and what impacts this evaluation.
Define goals
Any strategy must be tested, but it also needs to be achieved to be subsequently measured and validated. With the ability to collect data, indicators, and other information available throughout the audience engagement process, it is possible to determine if your strategies and tools are yielding a positive result.
Therefore, creating goals for customer service and also for the degree of consumer satisfaction is extremely important, so that the company adopts the habit of constant improvements in its culture. In this way, you can establish high-quality standards and increase the chances of gaining even more customer loyalty.
Do you want to start your year on the right foot? Get in touch with Emergen Teck and discover how to use IA in favor of your objectives, with a solution that has its artificial intelligence engine, connection with multiple texts and voice channels and various exclusive and customizable resources for what you need.
