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// TECH TRENDS //
HOW AUTOMATION CAN IMPROVE CUSTOMER SERVICE
WHILE YOU SLEEP
Unlike humans , the Internet doesn ’ t rest . With the use of technology , however , you don ’ t have to . John Lamphiere , RVP EMEA & APAC ActiveCampaign , tells Intelligent SME . tech how implementing automation into your business can drastically improve customer engagement and impression of your brand – all while you sleep .
SK ANY ENTREPRENEUR
A or small business owner to name something they pride themselves on in their business – chances are it will have something to do with delivering excellent customer service . In fact , according to recent research by ESG and Zendesk , the pandemic has further emphasised the need for organisations to be responsive to customers ’ preferences .
Expectations are also higher due to the growth of on-demand services where you can purchase and have your item delivered within 24 hours and this is contributing to customers expecting an immediate response when emailing or messaging via social media .
For SMEs who don ’ t have a large team , the need to be available 24 / 7 , seven days a week might fill them with dread – especially if starting their own business was to provide them with more freedom for their lifestyle . Fortunately , there is a way for entrepreneurs to provide 24 / 7 customer service without needing to be chained to the computer or always having their mobile device in their hand and that ’ s automation .
Our customers alone save approximately 20 hours per month with automation . Here are our favourite things that automation can do to improve your customer service while you sleep .
Start on social
The average person will spend about 145 minutes per day on social media . It ’ s also why you ’ re most likely to encounter your customer on places like Facebook and Instagram ahead of your own website . Every platform is capable of being utilised for CX but ultimately which one is best will depend on the business . That ’ s why it ’ s important to survey customers to find out where they hang out the most , but to also test different platforms to find the best fit . Choosing a couple to focus time and energy on is better than being everywhere and being spread too thin for any in depth engagement . The right channel is the best place for a business to build a one-to-one experience and deep connection and relationship with their customers .
One of the simplest things you can do on social media with automation is to send a thank you to any new followers . You can also use automated chat to discover why customers have messaged you and to find
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