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Tag: pros and cons

  • 7 Ways to Automate Customer Service | Pros & Cons of Automated Customer Service System

    Automation is the term that seems to fit in almost every work situation these days. In this fast pacing time, it is important for people and businesses to automate as much of their work as possible. This not only saves time and energy but also makes the processes more efficient.

    When it comes to customer service, some businesses view it as a necessary evil, while others see it as an opportunity to stand out from the competition. Whether you fall into the former or latter category, there’s no denying that automating your customer service can save your business time and money.

    For example- Chatbots are a great way to automate customer service as it provides the customers with instant responses 24/7. In the case of the airline industry, customers can look for all the flight information, find the best option, and book a ticket with the help of chatbots. In this way, customers get to have all the necessary details in an easy conversation.

    What is customer service automation?

    Seven Ways to Automate Customer Service Process

    1. Automate Customer Service Processes with a Chatbot
    2. Use an AI-Powered Live Chat Tool
    3. Take Advantage of Automation Tools
    4. Implement an E-commerce CRM
    5. Use a Help Desk Ticketing System
    6. Use Social Media Automation Tools
    7. Automate Your Customer Service Reporting

    Pros of Automating Customer Service Process
    Cons of Automating Customer Service Process

    Seven Ways to Automate Customer Service Process

    There are a number of ways to automate your customer service. One of the most popular is to use a chatbot. Chatbots are computer programs that can mimic human conversation. They can be used to answer common questions and help direct customers to the right resources. One can also automate customer service using an interactive voice response system. This allows customers to get the information they need without having to speak to a live agent.

    The following are the seven ways to automate your customer service process:

    How do customers perceive chatbots?
    How do customers perceive chatbots?

    Automate Customer Service Processes with a Chatbot

    A chatbot can help you automate customer service by providing answers to common questions, routing customers to the right support agent, and even handling simple tasks like scheduling appointments or placing orders. You can create a chatbot using a chatbot platform like Chatfuel or Botpress, or you can use a chatbot builder like Manychat to create a chatbot without any coding.

    Use an AI-Powered Live Chat Tool

    An AI-powered live chat tool can help you automate customer service by providing instant answers to common questions, routing customers to the right support agent, and even handling simple tasks like scheduling appointments or placing orders. Live chat tools that use AI include Zendesk, Drift, Intercom, etc.

    Take Advantage of Automation Tools

    One can always take advantage of automation tools. For example- Zapier is an automation tool that lets you connect different apps and automate tasks between them. You could use this tool to automatically add new contacts from your CRM to your live chat tool or to send a follow-up email after a customer support conversation automatically.

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    Implement an E-commerce CRM

    An e-commerce CRM can help you automate customer service by providing a central place to manage all your customers’ data, contact information, and support conversations. Plus, e-commerce CRM tools can automate tasks like shipping and order tracking, making it easy to keep your customers updated on the status of their orders.

    Popular e-commerce CRMs include:

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    Use a Help Desk Ticketing System

    A help desk ticketing system can help you automate customer service by organizing and tracking all your customer support conversations in one place. A help desk ticketing system can also automate tasks like assigning tickets to the right support agent and sending notifications when a ticket is updated. Popular help desk ticketing systems include Zendesk, Freshdesk, Zohodesk, and Help Scout.

    Use Social Media Automation Tools

    Social media automation tools can help you automate customer service by posting updates, responding to comments and messages, and even monitoring for keywords and hashtags. Automated customer service on social media can help you stay connected with your customers and resolve issues quickly.

    Social media automation tools include:

    Automate Your Customer Service Reporting

    Zendesk Insights
    Zendesk Insights

    Customer service reporting can be time-consuming, but tracking metrics like customer satisfaction and first-contact resolution are important. Automating your customer service reporting can help you save time by always generating reports on a schedule to have the latest data. Reporting tools that can automate customer service reporting include Zendesk Insights and Helpshift Analytics.

    Pros of Automating Customer Service Process

    73% of customers consider good Customer service Experience is the key factor in Brand Loyalty
    73% of customers consider good Customer service Experience is the key factor in Brand Loyalty

    The customer service process is extremely important and automating it can be really effective for a whole lot of businesses. The following points show the pros of it:

    • One of the pros of automating your customer service process is that it helps to improve efficiency and productivity within your organization.
    • By automating certain tasks, you can free up your staff to focus on important tasks that require more attention.
    • Another advantage is that it can help improve the quality of your customer service by ensuring that tasks are completed correctly and in a timely manner.
    • It can also help to reduce the overall cost of your customer service operation by eliminating the need for manual labor.
    • Finally, automating your customer service process can help improve your customers’ overall satisfaction by providing them with a more efficient and effective customer service experience.

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    Cons of Automating Customer Service Process

    Automated customer service definitely ups the game for many businesses, but it might just not be the perfect thing for others. The following are some of the disadvantages of automating your customer service process:

    • One of the potential drawbacks of automating your customer service process is that it can lead to a more impersonal experience for your customers. Automation might not be the right solution if your goal is to create a more personal relationship with your customers.
    • Another potential drawback is that automated systems can sometimes be less reliable than human customer service representatives. If your system goes down, or if there are technical issues, your customers will not be able to get the help they need.
    • Automated systems can also be more expensive to set up and maintain than traditional customer service solutions. If you are on a tight budget, then automation might not be the right choice for you.
    • Finally, automated systems can sometimes give customers the impression that they are talking to a machine rather than a real person. This can lead to frustration and even cause some customers to take their business elsewhere.

    If you consider automating your customer service process, carefully weigh the pros and cons. Automation can offer many benefits, but it is not right for every business. Make sure to consider all of the potential drawbacks before making a decision.

    Conclusion

    Automating your customer service can provide a better experience for your customers while freeing up your team to work on more important tasks. However, in some cases, automation might just not be the right thing for some businesses. The above-mentioned are some of the most important points that will guide you to automate your customer service process.

    FAQs

    Can customer services be automated?

    Yes, it can be automated. More businesses are now keener to automate customer services as it improves customer experience and employee satisfaction.

    What are automated reporting tools used for?

    Automated reporting tools are used by professionals to make and share organizational reports at particular intervals without updating the information each time.

    Which are the top software to automate customer service?

    The Best tools to automate customer service are:

    • Zendesk
    • Freshdesk
    • HelpScout
    • Agile CRM
    • Groove
    • Zoho Desk

    What is a help desk ticketing system?

    A help desk ticketing system is software used by customer support teams. It is used to create, maintain, and manage lists of customers’ problems.

    What are examples of automated customer service system?

    Some examples of automated customer service system are:

    • Self-service portals
    • Standardized email replies
    • Live chat and Chatbots
    • Virtual Assistant
    • Ticketing tool to assign tickets to the relevant team

  • Pros And Cons Of Multitasking | Benefits and Disadvantages

    Imagine it’s Sunday night and you’re on your laptop with few browser windows open. Now, your email inbox gets flooded with the tasks unfinished and now you’re going to rush things to get it done. These multiple tabs, you keep them switching; so, in other words, you’re multitasking.

    Talking practically, there’s no such thing as Multitasking.

    As multiple studies have confirmed, true multitasking—doing more than one task at the same time—is a myth. People who think they can split their attention between multiple tasks at once aren’t actually getting more done. In fact, they’re doing less, getting more stressed out, and performing worse than those who single-task.

    What is Multitasking?
    PROS Of Multitasking
    CONS Of Multitasking

    What is Multitasking?

    Multitasking is a term used to define the performance of more than one task at the same time. In other words, when a person is juggling with a lot of a task or switching between one task to another, it is known as multitasking. Multitasking can be a boon or a bane depending on various factors.

    Thinking of multitasking as simply “doing two difficult things at once” doesn’t tell the full story. Instead, there are three forms of multitasking you need to be aware of:

    • Multitasking (attempting to do two or more tasks simultaneously)
    • Context switching (switching back and forth between tasks)
    • Attention residue (performing a number of tasks in rapid succession)

    Everything has its positive and negative sides. Multitasking too has pros and cons. A few of them are listed below.

    Pros Cons
    Increased Efficiency Declining Quality
    Increased Productivity Chronic Distraction
    Increased Resilience Procrastination and Misplaced Priorities
    Flexibility & Adaptability Eliminates Personal Skills

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    PROS Of Multitasking

    Pros and Cons of Multitasking
    Pros and Cons of Multitasking

    Benefits of Multitasking are pointed below:

    • Multitasking helps you achieve your goals in a shorter period of time. A professional can finish multiple tasks at the same time another gets one task done. There are many tasks that each of us has to do on a regular basis and taking out a separate hour for daily works be like a fool’s business. So, these sorts of tasks need multitasking.        
    • Not every task a successful person does generates values or money. Many tasks are facilitative or just things one has to do. These simple and mundane tasks, often excess and needless, don’t have any impact on the bottom line of the company or that of the professional. In a good way, multitasking increases productivity when the same time can be spent on work that will bring in more revenue or have a tangible impact on the company’s or individual’s fortunes.
    • Since multitasking is in high demand, so a person has to be clearly focused on each and every task at hand to get them done and not just done but done right. This creates your mental focus on your tasks and so it helps in mental strengthening. One gets trained to switch from one task to another, thus enabling flexibility in focus. Such a level of focus and ability to switch also increase resilience. Given the world we live in and work in, there is constant chatter everywhere. With distractions galore, one can do with a bit more focus and resilience.
    • Slow and steady progress is what typically wins the race. That’s what multitasking can help someone do for multiple tasks simultaneously. So, when there is a specific deadline that must be met for multiple projects, multitasking can help to make it possible for everything to be turned in on time. Despite what our needs might be at times, there are still only 24 hours to any given day.
    • There are numerous sources of information that come to people every day in a wide variety of ways. No longer is the daily morning meeting the one place to get tasks that need to be completed. Instant messages, emails, text messages, and other forms of communication make it possible for anyone to get in touch with someone virtually anywhere in the world. Instead of being bothered by a boss that’s 3 cubicles down and distracted by their demands, anyone with an internet connection can create a distraction. By multitasking these events, it becomes possible to create a structure of sanity in a world of information that is truly chaotic.

    CONS Of Multitasking

    Ted talk on Multitasking

    Though, there are many benefits of Multitasking, some of the major disadvantages of multitasking are mentioned below:

    • Multitasking is working hastily, so it is quite obvious that the efficiency of the work gets decreased normally. Increased production in timeless than it normally takes can lead to a serious compromise in quality.  
    • Multitasking is quite distracting. Because, when a person tries to focus on a single task; they get distracted. This sort of distraction can become chronic and can affect your mental health too. Simple or singular tasks may not draw enough focus and one may be drawn to minor tasks that are repetitive and what can be automated or done swiftly without much brainwork.
    • Multitasking does not segregate tasks normally and so the priority or significant work gets on the side lane. It enables a misconception that a person can get a task done anytime and anyway. This sows procrastination.
    • The act of switching between one task to another creates a time gap, even in those that are well versed in the skill of multitasking. The average amount of time it takes someone to switch tasks is 15 minutes. Our brains work a lot like computers. You’ve got to shut down one app to open up another app or switch between them if they both can be open and there’s no getting around this fact.
    • Multitasking through modern technology has become so prevalent for some that they’ve lost their interpersonal skills. People have social needs that technology just can’t replace. Sometimes you’ve got to speak with someone in order to get something accomplished in the correct way and emails are not a substitute for an actual phone call. Too much multitasking makes someone an island, even if they are surrounded by others.

    From this, one could say that when multitasking can help you get your work done then at the same time it can debase your interpersonal skills and your efficiency. You just have to know that the modern era not only demands the work to get it done but what it checks is how efficiently you do it. The Multitasking rule doesn’t rely everywhere and doing it not makes you the GURU. Learn to do things efficiently and never compromise on the quality of your work.

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    FAQs

    Is multitasking good?

    Multitasking has Benefits as well as disadvantages.

    What are the benefits of multitasking?

    The benefits of Multitasking are:

    • It increases efficiency
    • It increases productivity
    • It frees up more time
    • It can save you money

    What are the disadvantages of multitasking?

    Some disadvantages of multitasking are:

    • Excessive stress and Burnout
    • Multitasking may lead to mental health concerns
    • Multitasking can lower your overall efficiency

    Why is multitasking important?

    Multitasking skills are important because they create an efficient work environment. It helps save time by allowing you to complete multiple tasks concurrently.