How to Handle and Automate Tech Support Calls?
Although automated customer service and support is boosting businesses across the globe each day, many companies are still finding it difficult to keep up with it. If you’re struggling to provide your prospects and customers with adequate technical support when they are accessing your products and services, you are not alone. The good news is that there are certain things you can do to enjoy a meaningful reduction in customer service costs, achieve more sales, and increase your customer satisfaction through well-managed automated support calls.
What Is Automated Tech Support?
Customer calls for assistance can overwhelm your customer support unit when they become too many. You should consider automating your call center to meet any level of demand for assistance. This service uses an autonomous system to address common client issues. It employs technologies such as AI-powered chatbots, ticketing software, and customer feedback surveys to eliminate or reduce the need for human involvement in customer support. These systems are beneficial for both small and large companies as they enable them to increase the efficiency of their call centers.
Automate Your Tech Support Call Center
While automating your support calls, it is important to have the end-user in mind. Therefore, the focus should be on meeting your customers’ demands rather than making your support team less burdened.
First, gather all the information you can about your products and your customers. The success of call center automation depends on its ability to cater to the users’ needs. Actually, you have to have a mechanism to identify all potential needs before they arise to formulate a good automation framework.
Next, choose the right customer relations software for your call center. Your business framework and needs will guide the kind of software you use. For instance, if your call specialist has a capable team, you can go for an Automatic Call Distributor (ACD) software. ACD interacts less with the customer and transfers the call to a live agent quickly. On the other hand, an Interactive Voice Response (IVR) system helps the caller as much as possible.
Thirdly, integrate important information into your system, such as the responses to the questions you expect. This will make its interactions with your customers as valuable and rewarding as possible. A well-automated system should comprehend issues, respond appropriately, and source for details from the caller. Once the system has established the complaint, it should either give reliable solutions or route the caller to a specialist.
Fourth, install the software and run efficiency checks. Before getting the new software to interact with your clients, you must ascertain that it works as intended. This will save you the embarrassment and help you make improvements where necessary. Once confident, integrate the automated system into your call center to receive quality support calls.
What to Do Post Installation
Installing the system does not automatically mean that your call answering service is now optimized. You need to be vigilant about how it fairs right from the moment of installation. As the manager, you need to make constant follow-ups on the data you receive from the system. Vital information can be in the form of customer service reviews and how the system is making call transfers. At this point, you may notice that the system is not routing calls to the best technical support specialist.
You also need to be open with your customers and let them know that you are using an automated service. Keeping them informed and providing a platform to air their views might help you make better decisions to better your automated technical support. Additionally, act on all the complaints handled via the automated system. Never assume that your automated technical support answering service is beyond reproach.
Help protect your customers from support-related scams. Telephone scammers may pretend to be part of your team and fraudulently receive money from your customers. To help your customers, you need to be proactive about their complaints and help them report the matter to the Federal Trade Commission. As a preventive measure, keep your customers informed on how to identify your support to help them avoid scammers and stay safe.
Lastly, always have a live technical support specialist on standby. No matter how well-equipped your system is, you should not assume that it can handle all support calls. You need to have an expert on standby at all times to sort out complex matters while the client is still online. Having an AI system and human experts working together makes your system highly efficient.
Are There Benefits to Automating Your Technical Support Service?
Many benefits may come from having an automated technical support answering service. Firstly, most of the issues that a support specialist deals with are redundant. Having an automated service to handle the common support calls reduces the time spent addressing the issues. This allows your team to deal with more demanding and unique cases.
Having an automated call support system can help increase your company’s productivity and efficiency. For instance, unlike a human specialist, a single automated system can work on many calls simultaneously and continuously. Furthermore, machines rarely make errors as they only respond as stipulated in their commands. This makes your productivity consistent, as you have reduced the chances of human errors.
According to research by the University of Oxford, employees are generally 13% more productive following automation.
Finally, an automated technical support answering service could help you reduce costs in the long run. This is because it reduces your dependency on a large workforce.
How to Choose a Customer Management (CM) Software for Call Support
Different call centers need different CM software to help with tech support calls. Several things may guide you into choosing the most appropriate software for your support service center. You need to consider the price of each software and get the one that best suits your budget. This is because automating your call center is an investment that needs to help you achieve growth.
Secondly, get a system that best suits your needs. The end game when it comes to automating your system is to make it more efficient. You should ensure that the software you are installing is reputable when it comes to its interactive capacity. It should also be efficient in comprehension, feedback, and routing calls to the best available specialist.
Additionally, determine whether the automation will integrate properly with your existing system.
How Much Does It Cost to Automate Your Call Center?
There is no definitive answer for how much automating your call center will cost. This is because the answer is dependent on a number of variables. The most straightforward is the software you decide to install. Software developers sell their products at different prices. The cost is heavily dependent on the components of the software. For instance, software that offers a Voice over Internet Protocol (VoIP) may be more costly compared to one that offers only conventional service provider calls.
Other variables include the call volume the system can comfortably handle, the training your personnel may need to use the software, and its performance ratings.
If you are being overwhelmed by many calls for support from your customers, then it’s time to consider automating your customer relations system. At AnswerHero, we have trained support specialists to help you make the best choice when automating your calls. Feel free to contact us any time for a work plan, and follow us on our social media pages.