What is Customer Support Automation?

Support comes in many different forms, and some forms are more efficient than others. All of the disparate tools, processes, apps, and systems that get put in place to help customers and employees can create data silos and extra hoops to jump through to access information. Support automation was created to simplify how organizations assist customers and employees.

Here’s how: 

Support teams are overwhelmed by questions, repetitive tasks, and clunky systems. Support automation simplifies this by connecting an organization’s tech stack and automating the mundane processes, so teams can focus on tasks that require higher-level thinking and expertise. 

Support automation connects an organization’s knowledge base, cloud drive, workflows, helpdesk, and mission-critical apps with API integrations. This significantly reduces data silos and makes information easily and instantly accessible. With Capacity, we offer a conversational chat interface that makes it even easier for support teams or customers to access information. Rather than searching for information that lives within these systems, they can simply ask Capacity. 

In a nutshell, Capacity is an AI-powered support automation platform that connects your entire tech stack to answer questions, automate repetitive support tasks, and build solutions to any business challenge.

Keep reading to discover how support automation can improve the customer and employee experience plus much more.

Customer support automation and customer experience.

Almost 90% of customers are likely to make another purchase from a company that offers a positive customer support experience. That’s why business owners are always trying to streamline the support process.

By taking advantage of support automation tools, support teams can handle tasks quicker and improve customer satisfaction. The majority of questions and queries can be delegated to the AI-powered programs, leaving the staff to deal with complex issues that require human involvement.

The 21st-century customer expects to get immediate support across various channels. One-third of consumers say they would consider switching companies after just one instance of bad customer service. Because of this staggering statistic, companies are turning to support automation to streamline business processes and increase customer satisfaction and retention.

Support automation and employee experience.

Well-structured employee support is the key to productivity. When employees have problems or questions, it usually prevents them from doing their work. In many companies, the employees do not know where to get answers to their questions or which person to contact to deal with a certain issue.

Meanwhile, the majority of companies have a sufficient knowledge base to get these questions answered. It just takes too long for employees to master it.

With employee support automation, it’s possible to improve employee experience tremendously. For example, an AI-powered chatbot can browse the knowledge base and find answers immediately. At the same time, it can direct the employee to an expert who can answer complex questions.

Implementing customer and employee support automation options can increase employee satisfaction rates and allow your staff to focus on core tasks without gaps in productivity.

See how businesses are utilizing Capacity to deflect 1000s of tickets each week!

Support automation tools.

When implementing a support automation platform, you can take advantage of a variety of different tools that allow you to answer questions, automate support, and build solutions to any business challenge. 

Answer questions with AI-powered chatbots.

Chatbots are revolutionizing the way businesses and other institutions offer their support. These programs create an opportunity for customers and employees to receive instant answers to their questions and can easily resolve numerous issues.

AI-powered chatbots learn from experience. They identify the most common questions, analyze interactions with customers, and ensure a smooth support process for all parties involved.

For customers: offers immediate support for all issues a customer faces and can escalate their question to a human team member if necessary.

For employees: offers immediate answers to simple questions using the company’s knowledge base. Complex questions can be escalated to a human team member if/when necessary.

Besides the benefit of providing immediate support and making it easier for employees to do their job, chatbots are available 24/7/365. This streamlines both the customer and employee experience, allowing them to enjoy a personal pace.

Automate tasks with workflows.

Automating different elements of a company’s workflows can improve both customer and employee support tremendously. You can digitize your support process by giving all team members access to specific aspects of the workflow anywhere and anytime.  

With well-designed workflows, you can answer a variety of questions before they even arise. Employees can have a clear understanding of the work structure and gain access to the necessary support tools.

For customers: provides an opportunity to get support quickly since support teams are fully equipped to process queries. 

For employees: offers access to workflow optimization tools that in turn minimize questions and productivity gaps.

With well-established workflows, it’s possible to streamline all work processes.

Build solutions via integrations. 

CRM (Customer Relationship Management) systems can track and manage customer relationships throughout their entire journey. Integrating your support automation platform with your CRM allows your team to automate a variety of otherwise time-consuming tasks.

Besides data entry, contact updates, and communication details, it can empower the sales team to make the right decisions based on analytics. By collecting data across all available channels during the customer’s journey, an automated CRM system can offer a valuable insight into customer behavior.

For customers: provides the best support at all stages of the customer’s journey according to their unique needs.

For employees: allows staff to focus on core tasks without hindering their overall productivity levels.

With integrations, it’s possible to design an effective support system without overwhelming the existing support staff with new functions. Data collection and analytics options can provide the foundation for a proactive support system.

Understand your customer’s journey with cobrowse and session replay

The main goal support teams have is to help customers find solutions efficiently and effectively. Cobrowse and session replay features allow teams to have a clear view of what customers are seeing in real-time, and how they are navigating your website.

Cobrowsing allows team members to pinpoint the problem and troubleshoot with customers on the customer’s screen in real-time. Team members can provide instant feedback to resolve issues immediately, while reducing handling time.

Session replay makes it easy for team members to see the big picture and solve wide-spread user issues quickly. Session replay will recreate customer scenarios so you can see exactly what was done on your website.

For customers: provides superior customer service and solves issues efficiently.

For employees: allows team members to close support tickets faster while decreasing the time spent on each ticket.

Improving the customer and employee experience by embracing cobrowse and session replay can excel your support team ahead, allowing them to focus on more important tasks.

A support automation platform like Capacity provides everything you need to automate support and business processes in one powerful platform, so your team can focus on what matters the most.

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The importance of support automation.

While support automation may have been optional in the past, today, it’s becoming an integral part of business operations. The importance of providing timely support to both customers and employees is overwhelming.

  • Customers expect a quick reaction from support specialists. Lack of timely or quality support is the rationale behind switching brands.
  • Without proactive customer support, it can be impossible to stay ahead of the competition. If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.
  • Personalization is the driving force behind profitability. AI-powered support tools can offer a personalized approach to each customer without human assistance.
  • With support automation, employees can focus on complex activities without wasting time on manual tasks. AI-powered support tools can ensure customer satisfaction without the employees’ involvement. 

Support doesn’t need to be time-consuming, tedious, or frustrating. With support automation, it’s possible to automate a variety of tasks to improve customer and employee satisfaction.

The takeaway.

Depending on the company’s size, employees may have to deal with thousands of queries every day. Support automation can help both employees and customers get their questions answered timely and accurately.

Capacity’s low-code platform, accessible through conversational AI, enables graceful human handoffs and intuitive task management via a powerful workflow automation suite, robust developer platform, and flexible database that can be deployed anywhere.

Capacity is an industry leader in support automation for both customers and employees. From AI-powered chatbots to advanced helpdesks, you can improve your company’s profitability while streamlining customer and employee experience.  

If you’re interested in discovering more about Capacity’s support automation capabilities, let’s chat!

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