How Automated Customer Service Helps Scale Your Customer Support


Abhinav Girdhar
By Abhinav Girdhar | Last Updated on November 29th, 2022 7:46 am | 4-min read

Automated customer support is not exactly a new concept. It has been around for nearly a decade. Ever since its inception, it has had a very mixed reputation among consumers. However, over the years, automated customer support has improved drastically. It has improved so much that many customers have started preferring it to traditional customer support. Every modern business wants to implement an automated customer support system. That is why every modern business wants to implement an automated customer support system.

With the advancement of technology and the more widespread public acceptance of automation, much has changed in the last ten years. Automated customer support is now more well-received among the average consumer. Technologies such as voice recognition, machine learning AI, and customer support chatbots have improved, leading to better overall automation in customer support.

What is automated customer service?

Automated service for customers is a kind of customer support provided by automated technology such as AI chatbots. It is the kind of customer support suited to answering customers for recurring questions, status updates and help to find specific resources.

Automated customer support is very necessary for a modern business. Here’s an infographic that will tell you exactly why businesses need automated customer support.

We at Appy Pie also offer a product that helps you support your customers through automation. We have a dedicated no-code chatbot builder called Appy Pie Chatbot that lets you build complete AI chatbots without coding. Anyone, irrespective of their coding knowledge, can build a scalable, automated customer service infrastructure for their business. You can try it today by clicking on the link below!

More about Appy Pie Chatbot

Appy Pie Chatbots help your businesses design simple chatbots that can guide your users and customers to solutions for their problems. Appy Pie Chatbot can be implemented in various ways. You can create simple support chatbots that answer recurring queries and connect your users to a live chat professional for unique queries. You can also create dedicated support bots that work as a one-stop support solution for your business.

How does automated customer support work?

It is important to explain how chatbot-based automated customer support works. Let us take an example. Let us assume your business sells lawnmowers. A customer that bought your lawnmower can’t turn it on, and they approach your support page.

Your chatbot introduces itself. It asks the customer what issue they face. The customer tells them about their issue. The chatbot ‘reads’ the customer response and picks up on a keyword. In this particular case, the keyword would be ”does not turn on” or “not switching on.”

Based on these keywords, the chatbot shares a video or text guide from the company’s knowledge base. In case the shared articles cannot help the customer, they are redirected to the company’s email/live chat/phone support.

Benefits of automated customer support

Businesses have been adopting automated customer support on a wide scale for a reason. It is surprisingly more efficient than traditional customer service and has led to better customer satisfaction. Here are some of the benefits of automated customer support:

  • Improved customer experience:
  • As mentioned above, customers have started appreciating automated customer support since it usually resolves their problems quickly. Since 70% of customer queries are repetitive, an automated support platform such as Appy Pie chatbot will help deal with customer queries effectively.

  • Reduced operational cost:
  • With automation, businesses don’t need to invest as much into customer support infrastructure. Since deploying a support chatbot is a one-time investment, businesses can save a lot of resources over the long term.

  • Instant resolution:
  • Chatbots answer back to your customers almost immediately. This helps reduce first response times for your support and can give an almost instantaneous resolution to your customer problems.

  • Less room for human error:
  • Automation is bound by algorithmic rules and will follow the same problem resolution path for the same problem. This ensures that it doesn’t make any errors while providing customer support.

Personalizing Automated Customer Support

Simply automating customer support isn’t enough. In businesses that are scaling, personalization becomes important. Personalizing chatbots for each user can be a little difficult for a business.

However, you don’t need to completely personalize everything. Creating a chatbot that can emulate and simulate human conversation is a good idea. With Appy Pie Chatbot, you can create chatbots that come across as human to your users.

There are two simple ways to effectively personalize your user’s chatbot experience:

  • Solve issues quickly:
  • The best way to personalize user experience is to respond to customers quickly. Quick resolution makes customers feel special. With a chatbot, you can respond to customer queries immediately, making them feel special. Since chatbots made with Appy Pie can handle multiple chats at the same time, you can personalize your chatbots for all your customers at the same time.

  • Routing chats:
  • One chatbot can do multiple things. A chatbot must be able to guide customers to where they want to go. This is where chat routing comes into play. A good chatbot will understand the context of a user query and direct them towards the correct information source.

    Since each user faces a seemingly different issue, such context routing of chats will improve your automated customer support. Chats can be routed by trying to understand user responses by isolating certain keywords, products a user is talking about, page URL and customer location.

The success of automated customer service

Automated customer service is already quite successful. According to various surveys, over 50% of customers prefer automated chatbots to other forms of customer support. Currently, nearly 95% of businesses in the tech industry have either implemented or are planning to implement automated customer support solutions.

The future is automation and chatbots are a great first step in this journey towards the future. Take your business’ first step with Appy Pie Chatbot. Create a chatbot with Appy Pie today within minutes!!

Comment below and tell us what you feel about automated customer service and feel free to ask us any questions you have about Appy Pie Chatbot!

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Abhinav Girdhar

Founder and CEO of Appy Pie

App Builder

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