5 moments when automation saves the customer experience

Automation of customer service in crisis situations can save the customer experience connected to your brand. It helps you maintain customer loyalty and take care of your company’s reputation. In the context of customer service, the threat is not only the long waiting time for a response but also providing unverified information or avoiding responsibility. Here are five moments when automation proves invaluable.

1. The first contact with the company

In building a positive customer experience, the quality of the first contact with the customer service department is extremely important. It may occur, for example, after purchasing a product or service. Everything should be perfectly organized. If the customer has to wait too long for a consultant, does not know what to do, or has many doubts about using the purchased product, it does not bode well. To avoid complications, it is worth implementing automation and a voicebot. This solution shortens waiting time and can guide the customer through the full onboarding process of the product or service without involving a live consultant. A voice assistant streamlines online communication with the customer. It positively influences the consumer’s experience and prevents brand image damage from the very beginning.

2. Long waiting time for a simple answer

Many customer inquiries are repetitive and do not require specialized knowledge to answer. Unfortunately, long waiting times for a response on the hotline negatively affect customer experience and their perception of the brand. This happens when the customer service department is overloaded or when the need for assistance arises after business hours. Anyone who has experienced this knows how frustrating it can be and how it damages the company’s image. Here again, automation comes to the rescue. It works 24/7 and can effectively answer frequently asked questions (FAQ) or even solve more complex issues. In doing so, it saves the customer experience.

3. Communication chaos

Many organizations struggle with internal communication chaos, which manifests itself in sending contradictory messages. This is due to differences in knowledge, experience, and soft skills among consultants. It leads to inconsistent customer service standards. A person receiving mixed messages or experiencing avoidance of responsibility forms a negative opinion about the brand. Automation is an invaluable support in such cases. A virtual consultant maintains a consistently high level of communication and message consistency 24/7, which positively affects the customer’s perception. The customer feels well taken care of and does not experience dissonance.

4. Ignoring inquiries and lack of response

Another serious risk is ignoring customer inquiries or failing to respond to messages and missed calls. Unfortunately, many customer service departments face this challenge. Numerous inquiries remain unanswered, and consultants do not attempt to call back customers who could not reach them earlier. As a result, the consumer feels abandoned and unsupported by the company, which undermines trust. It may also lead to service cancellation or the posting of negative online reviews. How can these unpleasant consequences be avoided? Automation helps protect the customer experience because it can handle inquiries continuously or queue messages received after business hours. It then monitors the status of requests, ensuring each receives a professional response. This is a simple way to build a trustworthy company image and increase customer satisfaction.

5. Proactive outreach to the customer

No one likes being unpleasantly surprised, and customers are no exception. That’s why it is worth using automation to proactively send information to customers. This applies to critical situations, such as:

delays in product delivery,
system failures,
completion of a complaint process,
or other unexpected situations.

Instead of waiting for a frustrated customer to make contact, it is better to proactively provide information and acknowledge potential inconveniences. This makes the customer feel more cared for. They stop being just another row in an Excel sheet and become a person whose experience and opinion matter to the company. This approach helps defuse tension even in crisis situations. In this area, automation performs perfectly, enabling the simultaneous dispatch of messages to hundreds or even thousands of customers, thus supporting the Customer Service department.

When does automation save the customer experience?

You now know five practical examples of when automation saves the customer experience. It happens whenever:

the response time to an inquiry is critical,
the customer needs clear and predictable communication,
the process is repetitive and routine.

In addition to the above-mentioned moments, it is also worth noting the use of automation in the form of voicebots for collecting post-service feedback. This way, you can confirm customer engagement, conduct satisfaction surveys, and identify areas that require improvement. Properly implemented tools also help optimize the Customer Journey. All of this aims to improve service standards. Ultimately, it translates into the quality of customer experiences — and those experiences determine the company’s success and financial performance.

Are you looking for proven technological solutions in the field of customer service automation? Contact our expert, who will present you with various options and tools we use. For years, we have been supporting businesses in their technological transformation. Discover our clients’ stories, including the implementation of voicebots in the MegaMarket online store and the Medic Park medical facility in Płock.