Automation of Customer Service – How Does It Affect Satisfaction Levels?

How can an automated customer service system improve your satisfaction metrics? 

Are you looking for ways to improve customer satisfaction with the quality of service you provide? Undoubtedly, the time it takes for a company to establish contact and quickly resolve a customer issue impacts satisfaction levels. An invaluable support in this area is an automated customer service system in the form of a Voicebot. In this article, our experts will briefly describe this tool and highlight the benefits of implementing it in the customer service process. We invite you to read on. 

Why is the quality of customer service so important? 

Currently, there is significant competition in the market. Many entities offer similar quality services or products. This makes it worthwhile to look for differentiators. One of them is excellent customer service quality. It’s no wonder that managers seek ways to improve call center operations so they can handle more inquiries and serve more customers. Reducing the time required for the entire process directly translates to higher customer satisfaction levels. This is key to retaining customers in the long term. It’s well known that acquiring new customers is more expensive than retaining existing ones, so ensuring high-quality customer service should be a priority for every entrepreneur. If you neglect this, it will be much harder to build a market position and grow your business, while the competition doesn’t sleep. 

Challenges faced by contact center managers

Call center managers face many challenges daily. One of them is maintaining a team of consultants with the right qualifications and communication skills. Unfortunately, the current job market has high turnover, and many people treat work in CC as temporary. This necessitates frequent recruitment, increasing the cost of maintaining the call center and making it difficult to maintain the desired high standard of communication. Another challenge is increasing the department’s efficiency. Consultants can only handle a limited number of inquiries simultaneously. That’s why many entrepreneurs look for solutions to automate this process. Dedicated customer service programs help in this regard. Any change in this area of your company should aim to increase customer satisfaction, who expect quick service and comprehensive solutions to their needs. Maintaining high customer satisfaction levels is one of the challenges and main goals for CC managers. 

What metrics are considered when assessing the effectiveness of a call center?

The effectiveness of a call center is measured using several Key Performance Indicators (KPIs). These include: 

• Customer satisfaction level; 
• Average call duration; 
• Average wait time for a call; 
• Average time to provide a comprehensive response to customer inquiries; 
• FCR rate (First Contact Resolution); 
• NPS (Net Promoter Score); 
• Customer Effort Score; 
• Call abandonment rate; 
• Consultant occupancy rate. 

Each of these aspects somewhat translates to the level of customer satisfaction you achieve. Therefore, it’s worth striving to optimize these metrics, which automated service can help you with. This solution not only increases satisfaction levels but also optimizes your business’s maintenance costs. 

Benefits of automating customer service with a Voicebot 

At EasyCall, we have been supporting clients from various sectors in implementing modern technologies in business for years. One of our specializations is designing and implementing contact center systems for automated customer service. We use voicebots, which conduct real-time telephone conversations with customers. They operate according to pre-prepared templates, making them self-service in many areas. This means that a high-quality virtual advisor can resolve customer inquiries independently. Only when the issue is more complex, the bot can transfer the call to the appropriate consultant. Below, we briefly describe the key benefits of using our software across different communication channels with customers, directly impacting their satisfaction levels. 

Reducing customer wait time for a connection 

Our lives are becoming increasingly fast-paced. Whether as a customer or a seller, we aim to save time. This also applies to using telephone helplines. That’s why the wait time for a consultant connection significantly influences satisfaction with the service. The longer we wait, the worse our experience. We are well aware of this, so to meet customer needs, we prepare dedicated Voicebot systems that can significantly reduce wait times and automate many areas of your business operations. 

Handling more inquiries simultaneously 

A consultant’s physical capabilities are limited. They cannot handle multiple phone calls at the same time. This issue does not exist with an AI Voicebot. This automated customer service system can handle multiple conversations simultaneously. Therefore, your company can meet the needs of more people, ensuring their satisfaction. Simultaneously, you avoid additional employment costs, and the investment in a virtual voice consultant is relatively lower than maintaining additional employees. 

Maintaining a high and consistent standard of customer service 

Maintaining a uniform and high standard of communication in customer service is very challenging. This is due to consultants often facing stressful situations and unpleasant behavior from callers. It’s hard to keep calm. Additionally, factors like not feeling well come into play. Every detail affects the quality of customer service. With a virtual voice advisor, you eliminate this factor. The software maintains a consistent communication standard regardless of the situation and doesn’t require any breaks. This way, you can significantly increase the quality of services provided and ensure the consistency of the entire process. Every customer is treated the same, adhering to the highest standards, which is key to enhancing their satisfaction. 

Personalized communication 

Personalized communication is very important. It makes customers feel better cared for. Our technological solutions can be integrated with other systems in your company, including CRM. This allows data to be imported and automatically entered into the system. Based on this information, the Voicebot conducts an individual conversation using previously collected materials. In this regard, the tool provides invaluable support for call center and sales departments. 

24/7 availability 

Does your company offer services globally and reach customers in different time zones? Maintaining a 24/7 helpline is very costly. An alternative is using a voice bot, which can communicate 24/7. This way, you meet customer needs whenever they arise, regardless of the hour and day. It’s a proven recipe for improving the satisfaction level of your service or product recipients. 

Handling many inquiries without human intervention 

A properly programmed AI-based Voicebot can handle many inquiries from start to finish without human intervention. This is especially true for the most frequently recurring situations. In this case, automation is complete, positively impacting customer satisfaction and reducing the time needed to resolve their issues. 

Advanced analytics and better management of the customer service system 

Do you want to manage your customer service department even better? A dedicated AI Voicebot can help you with this. During conversations, it gathers data, which can be imported into selected programs. This allows for a thorough analysis of call center operations and the types of inquiries received. It helps make strategic decisions for your business. You can prepare a dedicated report and send it to yourself via email. Focus on analytics to improve customer satisfaction with the quality of service provided. 

Optimizing work time and financial expenditures on maintaining the customer service department 

Automation in the customer service department offers many benefits. It’s not just reduced customer service time. It also translates into real financial savings for the entrepreneur. This is because a dedicated tool can take over some employee duties. This means you can reduce employment in the CC department or manage human resources differently, allowing consultants to focus only on the most important issues. EasyCall’s dedicated customer service solutions meet the highest market standards and comply with current regulations. With us, you’ll optimize agents’ work time and generate real savings. 

Interested in customer service automation? Discover our offer 

Do you want to improve customer satisfaction? Invest in service automation. We can help you with this. At EasyCall, we have been supporting companies from various sectors for years by implementing modern technological solutions, including Voicebots. We encourage you to contact our expert, who will demonstrate the potential of automating customer service in your company and guide you through the entire process.