Automatic responses are a widely used e-mail type in customer service, but they often get discarded due to their impersonal and trivial content. Feelingstream’s new exciting technology might change that perception in a profound way.
We often expect customer service agents to be almost superhumanly helpful. However, trying to prioritize 50-60 e-mails a day while simultaneously answering phone calls is a lot to handle. Obviously, everybody wants their queries and problems taken care of quickly, but receiving a simple automatic response like:
“Thank you for your e-mail. We will get back to you as soon as possible, but no later than 3 business days,”
might do more harm than good. Customers often get anxious and choose to phone instead, which will only add to the workload and time expense.
Thankfully, Feelingstream discovered a solution while working on a project! It was established that 10-20% of the incoming e-mails contain similar issues and get the same kind of responses from customer service agents. Consequently, all the extra work can be prevented by sending out an automatic response that actually provides the customer with either a solution or instructions to solving the problem independently.
Therefore, instead of just acknowledging reception of the e-mail we can generate a more specific and helpful response like:
“Dear Terje. Thank you for your e-mail. We established the following theme in your e-mail: appointment with a loan advisor. Our customer service agent can get back to you in 2-3 business days. We advise you to book an appointment yourself on our webpage (link to the webpage). You can choose a preference according to speed, the issue or a specific service agent.”
Moreover, the technology is made more valuable by its ability to track whether the client followed through with the advice or requires additional help.
This new approach makes sure that customers get immediate help for their problem without losing a personal touch, which is often why they do business with a certain company in the first place. Since this technology helps make the service process more effective as well as save time, it leads to both happier clients and happier service agents. And that’s a win-win for everyone!