Communication is the most important thing in any business. Good communication can help you to build a strong relationship with your customers and your employees.
However, it is not always easy to communicate with people; sometimes, they don’t understand what you want from them or they just don’t want to talk to you at all.
That’s where automation of communication comes in: it helps to make it easier by automating repetitive tasks like responding to customer questions or sending email newsletters.
But how does it work? And what’s the difference between human-based communication and customer service automation?
If you’ve ever had to deal with a customer service representative through email or phone, you’ve probably wondered how to tell if they’re a person or a bot.
The reality is that it’s not always easy to tell the difference between human and automated interaction, but there are signs you can watch for. Here are some ways automated bots and humans differ from each other.
Top 3 Differences for Human Communication Vs Customer Automated Service
In many ways, humans are less reliable than automation. Humans make mistakes.
They’re not consistent or predictable, as they can change their minds depending on the situation or their mood and feelings at the time.
Also, they’re susceptible to external influences like emotions and environmental factors that might cause them to behave differently than normal. Some important differences between human communication and customer automated service are as follows:
1. Stronger Possibility of Mistakes in Human Communication
Humans are more prone to making mistakes. They aren’t always consistent, reliable, or motivated.
For example: If a human is working on your customer service ticket and you don’t get exactly what you want the first time around, they may not be able to fix it right away—they may have an off day or be too busy with other tasks.
While in customer service automation offered by Chat360, you can easily have the chatbot respond to your customers in a fraction of the time.
This is especially helpful if you have a high demand for customer service, or during peak hours when you don’t want customers to wait for an answer.
Additionally, since it’s programmed with algorithms and rules that execute on their own, you know exactly how long it will take the bot to respond to each message received.
A human may be able to give an approximate response time based on how many messages they’ve already responded to that day.
2. Accelerated Turnaround Times in Automation
One of the main reasons automation is better than human customer service is because it can respond faster.
When you’re waiting to receive a response from a human, many factors could slow down your service.
For example, if your call goes to voicemail or if you have to leave a message for them to call back and then wait for them to do so, this can take some time—and even more, if they aren’t reachable by phone at all times of the day.
Automation also has its version of “fast” responses: automated messages!
Automation can be programmed to respond faster than humans, and it doesn’t matter if you’re open 24/7 or not—the bot will always be available for questions and concerns.
3. Computer Systems Lack Emotional Intelligence
It’s important to understand that empathy is not a part of the automated service process.
The reason for this is simple: empathy is a human emotion, whereas customer service automation is designed as an impersonal process.
Your goal should be to create a system that is as human-like as possible while remaining automated.
For example, If you’ve called customer service and gotten an answer to your question from an actual person who could empathize with your situation and help explain some of the details in more depth than just “yes” or “no”, then it was likely because they were using their time to help you out.
The problem with customer service automation is that it doesn’t have this flexibility. Instead, it’s designed to follow a certain set of rules to provide the most efficient response possible—which means that empathy may not always be a part of the process.
Advantages of Automated Customer Service with Chat360!
- Automation is actually cheaper and more consistent than human communication.
- Turn around times are faster because you don’t have to wait for that one employee who was absent from work.
- Automation also means less overhead costs: no wages, no benefits (other than perhaps some initial development cost), and when something goes wrong there’s no one for whom you have to account for their actions.
- The computer simply tells you what happened and gives an option on how to proceed with your complaint/request/issue.
Our Chat360 automated bots will provide better consistency and also allows businesses large or small access to advanced customer service tools such as sentiment analysis which can help them improve their products based on customer feedback across multiple channels including social media sites like Twitter & Facebook or even text messages sent directly through Whatsapp.
To Conclude:
While automation may seem like the better option for customer service, some downsides should be considered. Humans are also more vulnerable to mistakes when working under pressure or stress.
There is no need for empathy in automation, as the computer does not have to deal with a person’s emotional state or mood.
With all this in mind, it’s important not only to consider whether or not your business needs a live chat feature but also what type of customer service experience you want them to have while using it!
Suggested read: Humans Vs Chatbots
FAQs Related To Customer Service Automation Examples
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- What kinds of services are automated?
Ans. Portals for self-service and knowledge bases, Canned responses, often known as standard email responses, Chatbots, virtual assistants, and live chat, using machine learning and artificial intelligence.
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- What may be enhanced by service automation?
Ans. Automation can enhance the performance of service assets, as well as service utility and warranty. The capacity of automated resources can be changed with ease. Since they don’t require human interaction, they can be accessed outside of regular business hours or time zones. Systems that are automated can be evaluated and enhanced.
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- Customer experience automation – what is it?
Ans. Automation of the customer experience (CX) refers to any technology that helps customers with routine tasks, occasionally taking the place of human interaction, to enhance customer interactions.
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